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Unexpected charges

Hello, I signed up for Now 6 days ago and I paid the £9.99 on that day. Yet, in the last two days I have been charged 9.99 twice in 24 hours. I'd like to know why considering £300 a month at current rate... 

Legend 5
Legend 5


Charges for what?

TV membership or broadband?

FYI that I do not work for NOW, just a NOW customer trying to help


At a guess, you bought the 6 months Entertainment subscription, didn’t read the small print when you were signing up, where you were shown pre-chosen options for a free trial of Cinema and of Boost, and you didn’t cancel those within the prescribed 7 days, and so you just got charged for them.

While I think this is the almost inevitable consequence of the way the information is presented, and that is something that Now need to address, my less sympathetic fellow-member @redchiz1 is eager to know what your thinking was as you journeyed through the sign-on, and how did you not know what you were committing to?

And indeed some insight into what is going wrong here, as it is doing for many new customers, not just you, would be very valuable, if you can share it.

But Now don’t want unhappy customers, so contact them on Live Chat, and ask for the Cinema and Boost payments to be refunded to you, if that is your wish, and there is every chance they will do that.

Now don’t exactly make the link easy to find, but here it is, leading you to direct contact with Now:-

Another boulder they will strew in your way here is an easy-to-click link labelled ‘Get Help Quicker’. Avoid it. It will not help achieve what you want.

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.