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Anonymous User
Not applicable

Now TV Customer Service "Experience"

Just a heads up regarding my customer service experience with NowTV
Generated £37.50 worth of credit via Tesco Clubcard Boost & spent approx £36.99 on a 30 Day Sky Sports Pack + HD Boost on 9th Aug
NowTV took a credit card payment of £34.99 on 9th Sep (without my authorisation) for a further 30 days contract
When I contacted them on the 13th they stated that you had to opt out of autorenewal (pointed out I had used credit rather than credit card)
Asked if they where willing to refund (partial or full) and was told point blank NO (I only became aware that I had been charged when one of my kids told me that the app was still working on their tablet)
Asked them for the data they held on me via GDPR
 
This resulted in an email from NowTV stating "Since we last contacted you, we tried to take payment for your Sky Sports Month Pass again. Unfortunately, the payment still hasn’t gone through, so your Pass has now been cancelled."
 
They then immediately sent another email stating "Thank you for your response towards NOW TV and letting us know you wanted to delete the NOW TV account. We apologise for the previous email. Regarding your concern, as you have requested to delete the account, I have cancelled the Sky Sports Month Pass + HD Boost Month Pass instantly on your account, remove your card details, Opt you out from Marketing emails and profiling preference so that you will not receive any offer related emails. 
Thank you for your erasure request, which I will now pass to our specialist team to process. You will receive an acknowledgement from this team, and they will consider how we can best respond to your request. You’ll receive a response within 1 month of the date on which you made your request, in line with the timeframe set out by law."
 
I did not ask for account erasure, when I tried to post on the NowTV community yesterday my access was blocked (the login page just looped)
I did have someone from NOW Broadband phone me (via NowTV Twitter CS) who basically said I don't really know why I've to contact you but I'll pass your request on)
 
After looking at trustpilot and other forums it would appear I'm not alone in enjoying this stellar CS from NowTV
13 REPLIES 13
RoyB
Legend

@Anonymous User 

 

Thanks - did read round it, and also the Tesco details on the Tesco site.

 

And I think they’ve got you 😢

 

  1. Select the product(s) you wish to purchase using your credit. If the total comes to more than the amount of credit you’ve got, the balance will be taken from the credit/debit card saved on your account.
  2. If you have any credit left on your account, it will automatically be used for your next purchase or payment when your month Pass auto-renews.

So 5. introduces the idea of payments from your card, and 6. makes it clear that even via Tesco credits, you will be getting back on the monthly renewal bandwagon 🙁

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
Anonymous User
Not applicable

A fair reply which is why when my child informed me 4 days after the auto renewal Occurred I deleted the app and haven’t (and will not access) the service and asked for a partial refund to no avail

 

what I won’t accept is the account erasure that they have falsely claimed that I asked for when this was done solely by their CS

 

i’ll also need to check with my C/C company that they didn’t try to take another payment and that the email from yesterday stating “Since we last contacted you, we tried to take payment for your Sky Sports Month Pass again.

Unfortunately, the payment still hasn’t gone through, so your Pass has now been cancelled.” is a glitch and not attempted fraud

SweetBlitz
Expert 3

To watch NOW TV, you need to be over 18 and living in the UK, Isle of Man, Channel Islands or Republic of Ireland. We use your credit/debit card details to verify this and validate your account.

 

Get a Revolut/Starling/Monzo account with a low balance (11p). Enough for Now TV to hold 10p for the trial and no more.  

Anonymous User
Not applicable

Thanks for the reply the problem was I assumed as I’d paid via credit then I’d be safe, obviously it didn’t works out that way

 

Going forward it’s a tip wasted on myself,  I won’t be using nowTV as I find (and others going by their reviews) their practices to be sharp and underhand and their CS to be poor in my experience