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Advocate

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
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Advocate

Re: Now TV Customer Service "Experience"

So to summarise my NOW TV experience
 
Charged my Credit Card without authorisation (initial contract was generated via Tesco Clubcard Boost Credit)
Refusal to refund (partial or full)
Advertise No contract when reality is 30 day rolling contract by default
No notification that I had entered into another 30 day contract
Refusal to engage directly with my GDPR request
Tried to authorise another Credit Card payment on the 14th Sep
Generated an account erasure procedure without my authorisation (despite claiming I did)
Blocked access to both the community forum and my account despite taking payment on the 9th Sep for a further 30 days contract)

Ignored my previous email re account erasure & GDPR request and keep closing the complaint (which they have now split into two different case numbers, the second of which I can't reply to via email)

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Advocate

Re: Now TV Customer Service "Experience"

Just realised I still have £0.51 credit that NowTV are witholding as well

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Re: Now TV Customer Service "Experience"

Apologies have double checked my Credit Card and the £0.51 has been deducted from the amount charged

 

Would have edited or deleted the original post but the forum software won't let me

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Re: Now TV Customer Service "Experience"

@strocky 

 

How did NowTV get your credit card details, given that you used Tesco Clubcard Boosts?


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Re: Now TV Customer Service "Experience"

From a previous free trial

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Re: Now TV Customer Service "Experience"

@strocky 

 

Did you ever wonder why NowTV wanted those details for a ‘free’ trial?


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Re: Now TV Customer Service "Experience"

From the horses mouth 

 

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.

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Re: Now TV Customer Service "Experience"

@strocky 

 

Interesting - unless that is a selective quote*, it looks like you have never given NowTV permission to use your credit card details for anything other than that stated purpose.

So ask them in what way they aren’t stealing from you 😛

 

*Where did you quote from here? I can’t find it, and I’d like to read round it.


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Re: Now TV Customer Service "Experience"

I’d say stealing is a tad strong, underhanded tactics probably more fair

and tbh I’m now more annoyed at them stating I wanted my account deleted when it was done entirely by them at their end (for whatever purpose) and their refusal to engage with my subsequent complaint about it

 

re the quote, it’s from the link below (click on the I’m a new customer signing up for the first time......)

 

https://help.nowtv.com/article/free-trial

 

The reason for the partial quote is my pass was purchased via credit and not a C/C and not straight after a free trial

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