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Unauthorized payments from my account.

Dear NowTV,
I am writing to inform you about unauthorized charges in my personal bank account. Upon checking my account last night, I noticed transactions starting with the word “NOW”. Upon contacting my bank this morning, I was informed that these charges could be from NowTV. I informed my bank that I had previously cancelled my account over a year ago.
After reviewing all the charges with the word “NOW”, it appears that money has been deducted from my account almost every week since August 2023. The amounts deducted are: Boots £6, Hayu membership £4.99, and Entertainment membership £9.99. The total amount deducted is £20.98 per month, for a period of eight months, totalling £167.84.
As this money has been fraudulently taken from my account, I am requesting a full refund. I have already asked my bank to replace my card and to stop any future payments from being taken out of my account. I have also logged into my Nowtv account and cancelled all three memberships from my account.

Please do not hesitate to contact me by email or phone if you need to discuss this matter further.
Nelson Gaete

Legend 5
Legend 5


You don't and won't speak to staff about account issues. See this link to explain the purpose of the forum.

What it sounds like is someone has got a hold of your account somehow and taken the membership out. So there are several things you need to do straight away.

  1. Change your password and sign out of ALL devices.
  2. Put a payment PIN on your account, this will stop anything new starting without your say so.
  3. Check your account to see if it's been taken through the website. Have a full read of this as an FYI
  4. Jump onto live chat to speak with staff about a refund. Make sure to be signed in and use the 'How to get in touch' drop down.
FYI that I do not work for NOW, just a NOW customer trying to help


Did you by any chance lose, dispose of, or have stolen, a device with an open Now account on it, which you did not (or did not have the opportunity to) reset first?

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.

Hey @nrgaete I might know what happened to you. But first of all I'm dissapointed in previous comments who felt like they attacked you or accused of some wrong doings.

I Don't know if the issue is same as I happened to have or not. I Cancelled my subscription like 10 month ago. However I didn't I think. I checked my emails and I didn't got any emails saying that my subscription was cancelled, so I paid(Donated) more or less about 230 GBP to now tv.

I only noticed about active subscription becauce I got bank notification of a charge to NOWTV. And my first thought was how it happened cos I cancelled it ages ago. I loged in to NOWTV and noticed that my subscription is still active. So First thing I do I go and cancel my subscription however it's a bit of journey and thats there a TRICK is. You need to press cancel or continue to cancel your subscription around 6 times. And every time you press it you get new page with add about what you loose and so on and buttons to continue on to cancelling is at the bottom of a page. And once all journey through cancellation process is done you will get an email that its cancelled.

My recomendation is to go to your email and see if yo ucan finde one from nowtv with cancellation confirmation.

If you don't have one you can probably get refund on your last payment through BOT.

P.S. nowtv wouldn't be a bad deal if they stopped all adds. Because is nonsensical to pay for something that stops a paid service and uses you to make money by puting adds.



You might not know. 

@nrgaete reports that he cancelled over a year ago - i.e. before April 2023 - but charges did not restart until August 2023. So he must have cancelled successfully when he said he did, or there would not be this four month’s gap.

You, on the other hand, simply fell foul of Now’s very long-winded and involved cancellation system, and never actually successfully cancelled at all. So different circumstances.

I don’t know, though, where you got the idea that @gavs82008 and I attacked @nrgaete or accused him of any wrong doings. Both our replies are of the opinion that a third party has got hold of his account details, with me explaining a possible mechanism by which this typically happens, and he is likely the victim, and certainly not the perpetrator, of any wrong doings.

Perhaps you would like to reread our postings more carefully; and your apology, if you agree your interpretation was incorrect, would be appreciated. Thank you.

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.