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Joesul
Occasional Poster

Scammed for money after trail..

So, I signed up for the a free trial with NOW on July 9th, and then immediately cancelled it so that I wouldn't be billed a month later if I forgot about it. 

 

I even checked back in early August on the site to make sure I cancelled it, and sure enough I did. So I thought everything was fine.

Then, low and behold, August 9th I get an email from PayPal telling me I've been billed €15 by NOW!

 

What's the deal here? Is it an error? Or do NOW regularly scam people?

I emailed NOW customer support immediately on 9th but 2 days later and I still haven't heard a peep back from them.

 

This is definitely not cool.

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commanda6
Legend 5
Legend 5

Re: Scammed for money after trail..


@Joesul wrote:

Yea, I got an email about the cancellation.

It's all sorted now, via chat, they were fairly decent about it, but it turns out the trial I signed up for was for Entertainment & Cinema, and when I cancelled the membership it didn't cancel Cinema.

 

It was one of those times when you really have to read the fine print in the trial, but of course you don't know that you have to do that until it's too late.

 

I think NOW definitely have to be more transparent with this type of subscription/membership status.


Hi @Joesul  

so you cancelled  the entertainment membership, but not the cinema membership. You will see quite a few people on here that get caught out the same way as you did. On the system entertainment membership and cinema membership are different products, meaning each one needs to be cancelled separately. But as you found Now are usually quite reasonable about it when people get caught out.

 

Now does say that each membership type needs to be cancelled separately in their help articles. However, I personally think they need to plaster it everywhere or give the user a warning when they are cancelling that the cancellation process, they are going through will only cancel that particular membership type and not any others that may be active.


I do not work for Now . I am simply a Now customer trying to help I am a Community Contributor This means that I know a lot about the service. But just like you I am still a customer. This means I cannot help you with issues that would involve looking into your account directly. A member of the now TV forum team or live chat will need to assist you with these issues.

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12 Replies
Carolina
Observer

Re: Scammed for money after trail..

I got charged after a free trial that I wasn't even able to use due to having Skype and Zoom on my laptop (I'm currently here to find out if that's still the case). They did give me a refund when I complained though. Try the chat services. 

ukbobboy
Legend

Re: Scammed for money after trail..

@Joesul  @Carolina 

 

 

Hey Joe

 

I understand the way Paypal works, you should be able to claim your money back, i.e. have it refunded straight back to you.

 

 

UK Bob

 

 

 

 

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Joesul
Occasional Poster

Re: Scammed for money after trail..

Thanks, I might give that a shot in a while there if no CS people show up here to take care of it.

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Joesul
Occasional Poster

Re: Scammed for money after trail..

Yea, a PayPal refund is the last resort.

But if I have to go that route then it will be because NOW fail to respond and sort it out themselves, and it means that you've actually, really, been scammed.

Just hoping it won't come to that.

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gavs82008
Legend 5
Legend 5

Re: Scammed for money after trail..

@Joesul 

Might sound like a daft question, did you get email confirmation that your membership(s) were indeed cancelled?

 

Head onto Live chat to see what staff can do for you. Just make sure to click "chat online".

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

 


FYI that I do not work for NOW, I am simply a NOW customer trying to help I am a Community Contributor This means that I know a lot about the service and like you I am still a customer. For any account issues you’ll need to contact staff via customer support.
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Joesul
Occasional Poster

Re: Scammed for money after trail..

Yea, I got an email about the cancellation.

It's all sorted now, via chat, they were fairly decent about it, but it turns out the trial I signed up for was for Entertainment & Cinema, and when I cancelled the membership it didn't cancel Cinema.

 

It was one of those times when you really have to read the fine print in the trial, but of course you don't know that you have to do that until it's too late.

 

I think NOW definitely have to be more transparent with this type of subscription/membership status.

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commanda6
Legend 5
Legend 5

Re: Scammed for money after trail..


@Joesul wrote:

Yea, I got an email about the cancellation.

It's all sorted now, via chat, they were fairly decent about it, but it turns out the trial I signed up for was for Entertainment & Cinema, and when I cancelled the membership it didn't cancel Cinema.

 

It was one of those times when you really have to read the fine print in the trial, but of course you don't know that you have to do that until it's too late.

 

I think NOW definitely have to be more transparent with this type of subscription/membership status.


Hi @Joesul  

so you cancelled  the entertainment membership, but not the cinema membership. You will see quite a few people on here that get caught out the same way as you did. On the system entertainment membership and cinema membership are different products, meaning each one needs to be cancelled separately. But as you found Now are usually quite reasonable about it when people get caught out.

 

Now does say that each membership type needs to be cancelled separately in their help articles. However, I personally think they need to plaster it everywhere or give the user a warning when they are cancelling that the cancellation process, they are going through will only cancel that particular membership type and not any others that may be active.


I do not work for Now . I am simply a Now customer trying to help I am a Community Contributor This means that I know a lot about the service. But just like you I am still a customer. This means I cannot help you with issues that would involve looking into your account directly. A member of the now TV forum team or live chat will need to assist you with these issues.

View solution in original post

Joesul
Occasional Poster

Re: Scammed for money after trail..

Yea, absolutely!

To be a trusted company you can't be doing ambiguous stuff like this in the hopes that a few people will "subscribe and forget", or make a mistake.

You wouldn't see Amazon or Netflix doing this because they know it would give them a bad rep, and the bigger the company the bigger the backlash from it.

I think my mistake was assuming NOW dealt in the same manner as these other subscription services, but at least they're fairly decent about correcting the mistakes.

 

Hopefully they sort it out in the near future.

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gavs82008
Legend 5
Legend 5

Re: Scammed for money after trail..

@Joesul @commanda6 

It would be much more simpler if the 2 memberships were combined. Of course for a reasonable price!


FYI that I do not work for NOW, I am simply a NOW customer trying to help I am a Community Contributor This means that I know a lot about the service and like you I am still a customer. For any account issues you’ll need to contact staff via customer support.