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Redeemed a voucher for month pass yet still charged

I have taken a promotional offer from Co-op and bought 2 Casilleros to get 1 month Cinema pass.

Redeemed the voucher and it got added successfully and confirmation screen showed next payment moved for a month to 27 November 2020.

Yet today (27 October 2020) just got charged as if there was no voucher redeemed.

So appalling practice... luckily I have a screenshot (taken after redeeming the voucher) showing next payment date as 27 Nov 2020.

But now cannot get hold of live chat, and there is no phone number I can find to call them.

Will contest charge with my credit card provider if will not hear back from NowTV (email or twitter message).

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3 Replies
Legend 5
Legend 5

Re: Redeemed a voucher for month pass yet still charged

@plumber88 

This link will take you to Live chat.

https://help.nowtv.com/article/how-to-submit-a-complaint
just make sure you select “Chat to an advisor”

 

An alternative to live chat you can fill out this form.

https://help.nowtv.com/complaints/tv

Also I would suggest you can fill this incorrect charge form.

https://account.nowtv.com/payments/query/incorrect-charge

Advocate

Re: Redeemed a voucher for month pass yet still charged

I have over £100 worth of passes in credit, every time I go to use a pass it gets billed to my BT account , I have been in touch  with BT and they can’t see why this is happening,and in touch with Tesco’s where the vouchers come from , I must say not so easy to get in touch with Now tv ,just want to use my passes that are sitting in my account , I only watch the sport on my iPad.

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Legend 5
Legend 5

Re: Redeemed a voucher for month pass yet still charged

@plumber88 
If you use the first link in my post you’ll get directly to Live Chat.

Hopefully they will be able to sort it out for you.


As for applying gift cards, you can always try this link.

https://www.nowtv.com/cardactivate

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