@ukbobboy IMHO there are better offers when you cancel or get the now emails. I ended up selling movie/ents vouchers before they expired on eBay because I kept getting 2/3 months for £5 and 3 for the price of 1. And one of the problems with vouchers is they can tie you in for up to 6 months, which when they stop streaming the likes of GoT, Westworld and The Wire, makes you wonder why you bothered when you end up watching Sex and The City....
I think it's best to be flexible. I wouldn't prescribe any particular method.
I'm glad that you have sorted out your problem with Now TV and had your money returned, I've just got a couple of questions.
1) Have you pinned your Now TV account details, this is an essential first step in protecting your payment details from both friend and foe.
2) Have you checked your Now TV account to see if anyone has been ordering extra services, you probably have but it's not totally clear from your post.
Finally, no company can assure you that mistakes will never happen again because human mistakes, computer glitches and deliberate fraud are all unpredictable events that can be managed when they occur but not planned for. Plus, no UK organisation as far as I'm aware will ever admit to making a mistake, of whatever variety, unless forced to do so.
My bank returned the money however Now TV despite providing with bank statements, account details etc refused to accept liability.
I have a background in financial fraud detection and this company is severely lacking. My advice open a fraud investigation with your bank, there are also two ombudsman for transmissions who will investigate on your behalf. Your bank will also stop the continuous payment being taken.
@Kat33 Exactly. Raise the issue with Now, if they don't deal with it the bank will.
As for the financial fraud detection, I suspect that companies like Now who don't have banking licences aren't obliged to do it much like any retailer. There is some rudimentary security such as the Payment PIN, but that is not mandatory. It probably should be as it is too easy for others in the household to order things without you knowledge. It is the same with Amazon, where once I ordered a movie by sitting on the remote control! Lesson learnt, I added a payment PIN.
...no UK organisation as far as I'm aware will ever admit to making a mistake, of whatever variety, unless forced to do so.
@ukbobboy I have to disagree with that. In my experience there are plenty of companies that when issues are pointed out will reimburse you immediately and then use the feedback provided to improve their processes. A lot of companies do this even if it was your fault as such because if you have an issue with their interfaces then they may not be as clear as they should be.
Maybe I have been fortunate, but I rarely encounter issues when I complain, well except for Gourmet Society...
PS Now TV have always listened to my issues and given me replacement vouchers etc. where there has been a dispute.
You said, "In my experience there are plenty of companies that when issues are pointed out will reimburse you immediately and then use the feedback provided to improve their processes."
In my experience, despite whether things are put right at a later date or not, organisations will not admit they they have done anything wrong. For example, my recent problem with my bank, they will not admit something went wrong but no doubt they will look into the problem and probably correct it if they can.
A problem I had with my local council a couple of years ago, I made an arrangement for them to collect an old piece of furniture, it was not collected. When I complained they claimed they had a photograph of my front garden, at the appointed time, without the broken furniture they were suppose to collect.
I naturally asked for a copy of that photograph, in the form of a jpg file, it could not be provided, my next question, have you (the person I was talking to) seen that photo? Well, no. I then said the photo does not exist, if it did you could supply it and I would be sanctioned for wasting your time.
The council collected the broken furniture a couple of days later.
What I am saying is that they can put things right without publicly admitting anything, and usually as long as your problem is solved then that's all that matters.
It definitely seems that you have done all that you can do to inform Now TV of their mistake or fraudulent activity initiated by a third party.
As long as you have your bank's fraud team on top is this there is nothing more you can personally do, as for Now TV's unresponsiveness I guess they are conducting their own internal investigations.
As for those emails asking for money, they're probably auto generated.
They are very good at doing this to people and must be making thousands if not millions by doing so. I opted for the FREE TRIAL on the Entertainment Channel for two weeks and then noticed that they had charged me, when i got in touch with them they made me feel i was going bonkers so I decided it must have been me pressing the wrong button to opt in. The next day I decided to opt into the movie channel for the two free weeks trial and i had someone with me this time to see i had pressed the correct button and opt into the correct package. NOW TV charged me for this package as well. It seems to me whatever you opt in for they will still charge you for it so basically they have robbed £17.98 from my bank account and without my authorisation. They will not give the money back to me and when I try to explain to them what has happened they reply to me as if they are talking to puppy...they are scum and people should leave this NOW TV ###### well alone or get ripped off. NETFLIX has all the channels and they only charge one price of £7.99