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matty6
Occasional Poster

Trial didnt work out, can I request payment card removal please

I took up the £5 new customer trial, and had some 'make or break' issues within, at best the first 45 minutes of membership.

 

I have managed to figure out how to cancel all my passes, and have confirmation emails.

(The "are you sure", "are you really really sure", "are you really really really sure" procedure annoyed the hell out of me!!)

 

Can I remove my payment card options, as I don't want to get 'accidently' billed, or have card details left with a service im not going to use

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RoyB Mentor 2
Mentor 2

Re: Trial didn’t work out, can I request payment card removal please

@matty6 

 

Sorry it didn’t work out, but it certainly didn’t take you long to figure that!

 

And Passes are like greasy poles, aren’t they? Your first encounter is so easy, nice and smooth, but then when you want to Cancel, it’s like you have to climb back up.....

 

For the benefit of those that follow, though, before you go could you tell us what those make or break issues were?

 

To erase yourself completely, as you asked, try the advice here:-

 

https://community.nowtv.com/t5/Off-Topic-Chat/Leaving/m-p/497911/highlight/true#M14310

 

Nobody has come back lately and said it didn’t work for them, anyway.

 

So please ‘Accept Answer’ now, if you are so inclined, as you won’t be able to come back and do it later Smiley Tongue


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RoyB Mentor 2
Mentor 2

Re: Trial didn’t work out, can I request payment card removal please

@matty6 

 

Sorry it didn’t work out, but it certainly didn’t take you long to figure that!

 

And Passes are like greasy poles, aren’t they? Your first encounter is so easy, nice and smooth, but then when you want to Cancel, it’s like you have to climb back up.....

 

For the benefit of those that follow, though, before you go could you tell us what those make or break issues were?

 

To erase yourself completely, as you asked, try the advice here:-

 

https://community.nowtv.com/t5/Off-Topic-Chat/Leaving/m-p/497911/highlight/true#M14310

 

Nobody has come back lately and said it didn’t work for them, anyway.

 

So please ‘Accept Answer’ now, if you are so inclined, as you won’t be able to come back and do it later Smiley Tongue


If my posting answered your question, please click ‘Accept Answer’.
If you liked my posting, please click ‘Thanks’.
If you disagree with my posting, say so below, and I will see if I need to mend my ways 🙂
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matty6
Occasional Poster

Re: Trial didn’t work out, can I request payment card removal please

@Roy B

 

Thanks for the reply, I will sort later (have to go to work now..)

 

Having the phone number listed in that I don't have to deal with live chat again.

 

... You asked about whaf happened..

 

* New customer signs up

 

* New customer installs android app

 

* Customer has streaming issues on app (data connection is good, and video quality set to 'low' to reduce bandwidth)

 

* Customer seeks help from Live Chat, agent cant find account, even with correct DPA details provided (a bit useless)

 

* Live chat alledgedly transfer to another operator, and chat gets diaconnected.

 

* Customer has bad service experience, on top of tech problem and cancels. Bad first impression!!

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matty6
Occasional Poster

Re: Trial didn’t work out, can I request payment card removal please

Sorry, I also forgot to mention app crashed, with black screen of death, requiring force stop, after the streaming issue

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matty6
Occasional Poster

Re: Trial didn’t work out, can I request payment card removal please

Got billing method & address removed.

Marketing preferences switched off...

But account deletion isnt possible, 

 

null (22/08/2019, 12:09:52): Hi, can I request a GDPR data removal on my account please

.......

.......

.......

null (22/08/2019, 12:16:08): So, you cant comply with a GDPR request?

.......

.......

.......

 

Hmm OK, best im going to get... Though not technically compliant... Its a 50% "victory", get on with my life

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RoyB Mentor 2
Mentor 2

Re: Trial didn’t work out, can I request payment card removal please

@matty6 

 

Thanks for the feedback!

 

Yes, I think Live Chat’s summary disconnections are NowTV’s Achilles’ heel - I’ve experienced this myself - and it’s an area I would like to see improved.

 

And not being able to find your account is a bear.

 

The Android app is having some issues at the moment, as it does not seem to like routers with IPV6 enabled.

 

So - three strikes, and you’re out. Oh well...

 

For the best NowTV experience, I would have recommended getting a NowTV Stick, and plugging that into a TV. But anyone taking a trial is naturally going to use a device they already have, not pony up £20-30 for a Stick on the off-chance 😞

 

And if you had tried, you would have anyway found that NowTV are out of stock of them.

 

Catalogue of disasters, really. I guess I’m lucky I found my way onto NowTV via the app on my Samsung TV, and got my first problem (subtitles aren’t sticky) addressed on here instead of on Live Chat.

 

Addressed, not fixed, though. I’m still waiting for that.

 

If only Entertainment (when it works) wasn’t so damn good.......

 

 


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matty6
Occasional Poster

Re: Trial didn’t work out, can I request payment card removal please

@Karl-F 

 

Bumped post...

 

Perhaps you could assist in the 5 day old GDPR request,  from the aftermath of everything that went wrong?

 

Regards.

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matty6
Occasional Poster

Re: Trial didn’t work out, can I request payment card removal please

Ok, Ive had enough now... Im self resolving this one..

 

So, I obviously rattled somebody's  cage, nearly a week ago now, hence the refusal/shut me up email ... (excerpts for brevity..)

 

"we need to retain some information relating to you in order to maintain our records of current and previous customers." << Commercial reason, doesn't wash with GDPR, and actually adds an implied unfair retention term, for as long as an ex subscriber is considered an 'old customer' (typically 12 to 24 months for subscription services)

 

Blah blah ... 

 

"We also need to retain it for legal and regulatory purposes." << Wishy-washy ... Horse manure!

 

Blah blah...

 

"You have accepted our Terms and Conditions when signing up to NOW TV." < Rock paper scissors... GDPR statute beats civil/contract, and one of the implied 7 year terms, could be construed as excessive data retention 

 

NowTV wants fun & games, so, its 'game on'

 

The full email transcript (and webchat logs, and other docs) have been included as part of my evidence, for my I.C.O. submission.

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matty6
Occasional Poster

Re: Trial didn’t work out, can I request payment card removal please

@Karl-F 

@Simon-J 

 

The 7 days for someone to get back to me (as its a 'tier 2 request' apparently) , regarding a GDPR request has passed, I believe ive been fobbed off. The email to casework(at)ico.org that's in my drafts box  is getting sent tonight!!

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matty6
Occasional Poster

Re: Trial didn’t work out, can I request payment card removal please

Scrub that 🙂  an email came in 11 minutes ago, I'm gone 🙂

 

Thanks to all the community, who supported me, with my original issue, and goodbye

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