Problem with payment

[Lidiia]

I signed the contract and made the first payment, which was supposed to be 27 pounds. The first time my payment was declined. I then made the payment again and my card was charged £1 then £26 then £5 and then £1 again. A total of 4 payments were made. And I don't understand why. Please explain and refund.

[schnapps]

Hi @Lidiia 

I am assuming this is for NOW Broadband? 

The first £1 is normally not taken or re credit has a check there is sufficient amount of funds on the bank card.

I am assuming the £5 is the delivery fee for the Hub Router and the final two payments of £26 + £1 = £27 your first month Broadband charge.

[schnapps]

Hi @Lidiia 

Just had a look on the NOW website for Broadband offers and I can't see anything for £27 per month.

Or did you take up Brilliant Broadband for £20 per month plus the additional £6.99 per month for 6 months Entertainment Membership? 

If you come back with more information what you have signed up too, I will try to help further if I can or post a link how to contact NOW who can look at your account in more detail.

[Lidiia]

Thanks for you answer! I bought Super Fibre  for £22 a month.

[schnapps]

Hi @Lidiia 

What does it show on your online NOW account under My Account > Manage Account > Bills & Payments? 

Maybe give the NOW Broadband Team a call tomorrow where their telephone lines are open between 8am to 8pm.

When I joined NOW Broadband a few years back, there was a £1 credit check where no money was taken from my account, then I was charged for a £5 delivery fee for the NOW Router which was taken straight away on completing the order, then my first monthly payment of £XX was billed on my live activation date, which was roughly 14 days after I ordered NOW Broadband.

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1 

[Lidiia]

Hi Schnapps! My NOW account shows I paid £1 and £26. And the fact is that the connection will be on September 11, 2023, and the funds have already been withdrawn from my account. Excuse me, could you please help me and call them for me. Because I don't understand English. I came from Ukraine. I apologize!🙏

[Lidiia]

Oh sorry! I saw your link to contact the help center.

[schnapps]

Hi @Lidiia 

I am a customer just like you and only the account holder can contact the NOW Broadband Team.

If you are not comfortable using the phone, then from the same link page I posted there is a web form you can message them instead.

I wonder if the £1 + £26 = £27 is the Router one off delivery fee for £5 plus the £22 first month Broadband payment = £27.

Though I don't think this is how it works when NOW takes the payment from my experience when I joined NOW Broadband.

It has been a few years since I joined NOW Broadband and I am sure I was charged a one off £5 fee for the delivery of the NOW Hub Router first and my first Broadband monthly payment of about £23 per month for me wasn't taken until my NOW Broadband went live.

Hope you get to the bottom of the charges.

[Lidiia]

Thank you very much for help!