Payment increase when email said to do nothing

[Gee]

Hi

I received an email in March asking if I wanted to get new contract, but at a higher price.  If not, keep where I am and do nothing.

I have automatically been put on a higher rate

How can I speak to a real person to discuss?

[RoyB · Accepted solution]

@Gee 

I assume broadband, though you don’t say.

If so, 0330 041 2518, 0330 041 2462, or 0800 759 1213.

[Gee]

yes, many thanks

[gb]

I've just been on a call with customer services as my monthly bill went up £11 without my knowledge. They pointed out that within the email I received in November regarding this issue, hidden amongst it at the bottom it says

"This includes a discount of £11 a month. Your discount will expire 02/06/2023.

To choose this option you don't have to do anything."

I feel like NOW have been really crafty with this.

[redchiz1]

How, by pointing out precisely what will happen and when?

[gb]

You're correct, this is my mistake for not reading the email thoroughly. Although I feel that within the context of the email it is somewhat misleading.

What are my choices?
Do nothing and continue with your existing membership for £24.00 a month.
Or
Pick from one of the packages available to you below.
Based on what you already have

£22.00 a month

New 12 months minimum term applies.

Super Fibre
63 Mbps Average Speed, Unlimited Downloads, includes Line Rental

Pay as you use calls

Call 03337 594 816 to redeem now

This includes a discount of £13.00 a month. Your discount will expire 12 months from the date you redeem.

This option is based on your current package.

Basket Reference Number: 

Offer End Date: 03/12/2022

Keep what you have

From 03/12/2022 you will pay:
£24.00 a month

(No contract, keeps rolling unless cancelled, cancel anytime)

Super Fibre
63 Mbps Average Speed, Unlimited Downloads, includes Line Rental

Pay as you use calls

This includes a discount of £11.00 a month. Your discount will expire 02/06/2023.

To choose this option you don't have to do a thing

Don't forget your NOW Broadband and Calls options above are available until 03/12/2022. However, it is also possible to contact us after this date to discuss your options.

Want to cancel your NOW Broadband Membership? You'll need to let us know at least 10 working days in advance by calling us on 03337 594 816. Alternative options may be available as a new customer with another provider. If you're switching to another provider, you'll need to let us know 10 working days in advance.

NOW offers extra help and services for vulnerable customers or those who need more support. Find out more

Thanks for choosing NOW Broadband. We'll keep working to make sure your broadband experience is better every day.

Bye for now,

[GeoffVader]

Had exactly the same thing in November. Went from £23.50 to £46.50.

Do nothing and continue with your existing membership for £24.00 a month.
Or

blah blah blah.

Complained to Ofcom and also will be cancelling as soon as I've lined up a new supplier.

Total scam that email to trick people into doing nothing and being hit with a larger bill.