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Taking payments when informed on the phone nothing to pay for next month

Hi all


So moved house, made payment this month over the phone as not usual amount. Telephone operator said the amount took payment and said nothing to pay next month,  then few days ago took payment of another amount . Like they have split the payment. I had credit on leaving old property and my account has had the discounts restored but is this standard practice to say one thing and do another. Is it only the phone where you can speak to someone ? Also can someone also drop info on the complaints below thanks 



Phone only to speak to them; Live Chat doesn’t cover Broadband.

But you can email customerservices@ (take out the space).

As regards complaints, Help is, as ever, your friend:-

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.