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Anonymous User
Not applicable

‎03-06-2019 13:12

Now Tv not letting me cancel passes

So I took up the free week trail. Tried to cancel the passes on the day before, but was unable to and then spoke to customer service online, who informed me that I don't have any active passes on my account so there is nothing cancel. However, today to my shock I have been charged by NOW TV for the passes I had been informed that have been cancelled. Today they have told me that they cannot refund me, as I agreed to the terms..... I don't think I agreed to the term of you lie to me and tell me that I don't have anything to cancel and then get charged. This is very disrespectful and I would also so deceiving of NOW TV. I have also had TV streaming service with both Netflix and Prime and never have I had this issue where their customer service just lie to me and when I have had an issue they have solved it very quickly. Whereas right now I am on talking to customer services again as it still not cancelled. Not sure how you are you are to get out of something that appears impossible to cancel. And yet they will not refund me for something that was not my fault.

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1 ACCEPTED SOLUTION
RoyB
Legend

‎03-06-2019 14:36 - edited ‎03-06-2019 14:37

@Anonymous User 

 

When NowTV start the payment process, you can’t Cancel while this takes place. It can take up to 24 hours, and often starts the day before the payment date, and it looks like you fell foul of this.

 

Cancelling a free trial is something you should do as soon as you know this is what you want to do, and anyway, before the sixth day, just to be safe.

 

Though no-one tells you this until it is too late Smiley Sad

 

It also looks as though the Live Chat people don’t have visibility of these aspects of your account as you transition from free trial to paying customer. something NowTV could perhaps improve.

 

But now you are a fully fledged paying customer, however unwillingly, go back to Live Chat and try again. They should now be able to see that you have paid for, but not used, your current Passes, Cancel them, and reimburse you.

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.

View solution in original post

16 REPLIES 16
Anonymous User
Not applicable

‎09-01-2020 8:45

In response to Anonymous User's comment

I`m also trying to cancel entertainment pass for several days and always have same feedback message: 'Sorry, something went wrong. Please wait a moment and try again.'

Is there any other way to cancel it?

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RoyB
Legend

‎09-01-2020 12:15

In response to Anonymous User's comment

@Anonymous User 

 

Does everything else on NowTV work, or do you have wider issues?

 

A word with Live Chat may be profitable:-

 

Get in Touch (all the options, and the best place to start):-

 

https://help.nowtv.com/gb/get-in-touch/

 

On a screen with big buttons all around, you may find the link you need is under a tiny green arrow, so be vigilant.

 

 Live Chat and Send Us a Message:-

 

https://help.nowtv.com/contact-us/managing-my-devices

 

On Live Chat, when you can get onto it, keep your answers short, sweet and prompt, or it will time out on you.

If the person you are talking to doesn’t seem able to understand your issue, ask to be escalated to the next level of help.

 

<If you can’t access Live Chat and nothing happens, try a different browser from your usual one (Internet Explorer, Edge, Chrome, Firefox, Safari) on which you haven’t disabled pop ups, third party cookies or indeed any cookies, haven’t set an Ad Blocker, and haven’t set Noscript on, or JavaScript off, as any or all of these things may prevent the Live Chat window appearing. Or try your usual browser in Incognito, sometimes called Private, mode.>

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.
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Anonymous User
Not applicable

‎19-08-2020 13:40

In response to Anonymous User's comment

I am having exactly the same problem

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Anonymous User
Not applicable

‎03-04-2020 16:52

Having the same problem except I get We are having trouble displaying your passes. Convenient. Need to cancel by tomorrow. Not impressed and was going to stay on.

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Anonymous User
Not applicable

‎03-04-2020 16:58

In response to Anonymous User's comment

i am in the exact same situation and there is no chat online to tell them, is there an email address i can message so that they can see i have been trying to cancel so that i dont get charged? cheeers

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RoyB
Legend

‎19-08-2020 14:11

In response to Anonymous User's comment

@Anonymous User @Anonymous User 

 

Customerservices @ nowtv.com (dropping the spaces)

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.
0
Anonymous User
Not applicable

‎03-01-2021 12:08

It charged me £11.99 even tho it said I had no pass I had to go on to chrome book search up now tv online and click the firsts link then sign in and go to my passes and devices then passes and vouchers then it should give u the option to cancel all three 

hope this helps 

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