NOWBot (28/03/2023, 14:28:25): Menu Options:
null (28/03/2023, 14:28:29): No
NOWBot (28/03/2023, 14:28:31): In that case, it's possible that you have more than one account linked to your payment card.
NOWBot (28/03/2023, 14:28:32): If you've lost track of your NOW accounts, our Account Finder tool might help:
NOWBot (28/03/2023, 14:28:33): RICH_TEXT:<b><a href=https://help.nowtv.com/account-finder/?DCMP=ref-bot-4.4.0>Go to Account Finder</a></b>
NOWBot (28/03/2023, 14:28:35): Did you find any other accounts linked to your payment card?
NOWBot (28/03/2023, 14:28:36): Menu Options:
null (28/03/2023, 14:28:39): No
NOWBot (28/03/2023, 14:28:42): Let me transfer you to an advisor who’ll be able to check that for you.
Ruwina (28/03/2023, 14:28:47): Thanks for contacting NOW, can I start by taking your full name and email address please?
null (28/03/2023, 14:29:04): hi
Ruwina (28/03/2023, 14:29:15): Hi! Good afternoon
null (28/03/2023, 14:29:16): my complaint id is 12229594
Ruwina (28/03/2023, 14:29:33): Can you confirm your full name and email address registered on the account?
null (28/03/2023, 14:29:49): brian spence (i just deleted my email for this chat)
null (28/03/2023, 14:30:59): you messaged me on 14th march saying you'd refund me 9.98 but as of yet neither my bank account or paypal shows a refund
null (28/03/2023, 14:31:07): which I was promised via email
null (28/03/2023, 14:31:42): i was just checking to ensure as its my end of month finances check and it really seems like you haven't
null (28/03/2023, 14:32:47): We've now processed a refund of £4.99+£4.99= £9.98 which will be reflected on your registered bank account within the next 3 to 5 working days.
Ruwina (28/03/2023, 14:32:48): Thanks Brian
Ruwina (28/03/2023, 14:33:04): Let me check this for you.
null (28/03/2023, 14:33:08): that was 13th march
Ruwina (28/03/2023, 14:33:13): Okay
null (28/03/2023, 14:33:34): i haven't logged into now since the oscars so i can't remember if it's paypal or my debit account
null (28/03/2023, 14:33:48): ii checked both; they're my only payment options
null (28/03/2023, 14:33:54): and neither reflect a payment
Ruwina (28/03/2023, 14:34:06): Let's check your account and see what is the issue.
Ruwina (28/03/2023, 14:34:22): I just have to go through security here with yourself, Can you confirm the following: Are you the account holder? Can you give me the first line of your address and postcode, and the last four digits of the payment card registered to your account please?
Ruwina (28/03/2023, 14:34:40): Please help me with the Paypal email instead of card number.
Ruwina (28/03/2023, 14:34:54): Also the last amount charged and the date of charge.
null (28/03/2023, 14:35:18): i just checked its paypal
null (28/03/2023, 14:35:37): which i checked 5 mins ago
null (28/03/2023, 14:35:45): and there's no payment in
null (28/03/2023, 14:36:14): why would you send me an email saying you were, and closing the complaint
null (28/03/2023, 14:36:24): then doing nothing despite the correct details
null (28/03/2023, 14:37:05): can you resolve this; i can copy forward details of the emails i was sent by NOW
null (28/03/2023, 14:37:13): if you need them, though you likely have access
null (28/03/2023, 14:37:42): I'm quite disappointed by this customer service
Ruwina (28/03/2023, 14:38:03): Brian I understand your concern regarding this issue. I will look into this and see what happened but I will need the above details.
null (28/03/2023, 14:38:24): which? my email is (i just deleted my email for this chat)
null (28/03/2023, 14:38:36): copy the text and you see it
null (28/03/2023, 14:38:52): your chat area is putting it to the same background font of blue
null (28/03/2023, 14:38:58): and my name is brian spence
Ruwina (28/03/2023, 14:39:10): I just have to go through security here with yourself, Can you confirm the following: Are you the account holder? Can you give me the first line of your address and postcode registered to your account please? Please help me with the Paypal email instead of card number. Also the last amount charged and the date of charge.
Ruwina (28/03/2023, 14:39:19): Please help me with the above details
ull (28/03/2023, 14:39:55): i am, (i just deleted my detailsfor this chat)
null (28/03/2023, 14:40:21): i was charged £9.99 by you
null (28/03/2023, 14:40:26): or do you mean any charge
null (28/03/2023, 14:40:36): which would be £102.99
null (28/03/2023, 14:40:45): by now, it was 9.99
null (28/03/2023, 14:41:03): why on earth is your chat area blanking my email when i send it
null (28/03/2023, 14:41:19): its (i just deleted my email for this chat)
null (28/03/2023, 14:41:24): oh my god
null (28/03/2023, 14:41:29): this is annoying
null (28/03/2023, 14:41:38): i can email it to you right now
null (28/03/2023, 14:41:49): if you wish but your chat area is suppressing me
null (28/03/2023, 14:42:14): (i just deleted my email for this chat) dot com
null (28/03/2023, 14:42:17): there
Ruwina (28/03/2023, 14:42:28): Thanks for confirming the detaqils
Ruwina (28/03/2023, 14:42:35): Details*
null (28/03/2023, 14:42:36): this is ridiculous
Ruwina (28/03/2023, 14:42:45): Please allow me a minute to review your account and check the complete details for you.
Ruwina (28/03/2023, 14:42:59): Don't worry I'm checking it for you
Ruwina (28/03/2023, 14:45:10): Thanks for waiting
Ruwina (28/03/2023, 14:47:00): I see that the the NOW Cinema Membership and NOW Entertainment Membership was cancelled on 13-03-2023 but due to technical issue the refund didn't went through
null (28/03/2023, 14:47:11): thats outrageous
Ruwina (28/03/2023, 14:47:12): I will process it for you now
null (28/03/2023, 14:47:14): outrageous
null (28/03/2023, 14:47:28): I want a full refund of 19.98
null (28/03/2023, 14:47:55): at this stage after how i've been treated; sent multiple emails confirming a payment and spending hours raising the issue
null (28/03/2023, 14:48:02): it's simply no longer close to good enough
null (28/03/2023, 14:48:12): it really is shocking customer service
Ruwina (28/03/2023, 14:48:27): I understand your concern Brian
null (28/03/2023, 14:48:34): you should
Ruwina (28/03/2023, 14:48:37): But I can't process a full refund
null (28/03/2023, 14:48:38): they're vaild
null (28/03/2023, 14:48:47): i'm not surprised
Ruwina (28/03/2023, 14:48:57): I can only process the refund that was promised
null (28/03/2023, 14:49:10): process what you promised and expect honest feedback on public forums
null (28/03/2023, 14:49:20): can you do that right now please
null (28/03/2023, 14:49:49): you nearly didn't process a promised feedback
null (28/03/2023, 14:49:59): and unless i'd checked i'd have nothing back
null (28/03/2023, 14:50:03): how is that acceptable?
null (28/03/2023, 14:50:44): i'll be saving this transcript btw
Ruwina (28/03/2023, 14:50:54): Sorry for the hassle but as mentioned I can't process the full refund but only help you with refund of £4.99x2
null (28/03/2023, 14:50:55): thank you for your time; tell me when i can leave
null (28/03/2023, 14:51:12): as i've stuff to do today
Ruwina (28/03/2023, 14:51:55): I’ve refunded your payment of £4.99x2. You’ll see it on your bank statement within the next 5 working days.
null (28/03/2023, 14:52:04): thank you; have a nice day
Ruwina (28/03/2023, 14:52:38): You're welcome
Ruwina (28/03/2023, 14:53:05): Thanks for contacting NOW
Ruwina (28/03/2023, 14:53:11): Goodbye
Solved! Go to Solution.
Um, so you got your promised refund? Even though you struggled to remember the payment method yourself?
i told them within about 2 mins of this conversation which it was and they had my email already - meaning they'd full access to all that information (I never expected to have to resend payment details they already have and should i expect to?. They confirmed it would happen via email 1 day after our first conversation implying they had all the required information.
Which they had; the customer service advisor here confirmed it was a problem on their end
it's a relief to get sorted, but i spent a lot of free-time on sorting this and if i hadn't noticed then I'd be out of pocket. It's quite frustrating