23-04-2024 15:57
I pay £9.99 each month for a cinema subscription - However this does not show on my account, which must mean it is on another account that I don’t have access to. How do I cancel it? The bank said they are unable to stop it. This has been going on for over 2 years now!
23-04-2024 17:04 - edited 23-04-2024 17:05
The bank can, and must, stop it. If you asked them to do this two years ago, and they didn’t do it, then they owe you every penny paid out to Now since your request:-
https://www.fca.org.uk/news/news-stories/continuous-payment-authorities-it-your-right-cancel
Any related payments taken after you ask for a continuous payment authority to be stopped are considered to be unauthorised transactions. Card issuers must refund these payments and any related charges immediately.
But as regards Now, if you quote the latest payment reference to them, they will be able to tell what account it relates to, stop taking any more money from it, and maybe refund some of the past payments.
The following link leads you to direct contact with Now Live Chat (via a tiny green circle with a v in it, so keep your eyes peeled for that when you have made your initial choices):-
https://help.nowtv.com/article/how-to-contact-now
Avoid ‘Get Help Quicker’ there; the Nowbot, while it means well, doesn’t know its own limitations, and it won’t help you once you get to this stage. Also, don’t choose Request a Refund, even if that is what you want, as that will only deliver you to the Nowbot; pick something else.
An alternative you might like to pursue is this:-
https://help.nowtv.com/article/find-an-account
which may jog your memory of a second account, which you can then access and cancel the cinema subscription. But you will then be relying on convincing your bank that, as above, they owe you all those unauthorised payments.
Good luck, and do please let us know how you get on!
23-04-2024 17:08 - edited 23-04-2024 17:12
Hi @Lauren63
Click on green Account Finder button on this linked thread below to see if the NOW system can find a second account.
https://help.nowtv.com/article/find-an-account
Also check your NOW playback devices for the account used, just in case there is an older device that you used with the second account on it.
Also go into all your email addresses that you created and check all correspondence from NOW.
The bank should be able to cancel the Membership, but if they refuse see if next to your Bank Statement there is a NOW reference next to the monthly bill and get in touch with NOW live chat and quote this NOW reference number on the Bank Statement bill which will make it easier for NOW to track down on their database.
Edit - Just follow the sound advice given by @RoyB above.