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What kind of scummy company charges a customer for a non-service?

I tried the NowTV free week trial. They added in a Boost package which wasn't obvious. I cancelled the trial and I'm pretty sure I cancelled all the items.

 

Now I find they are taking £5 a month for a Boost package (The boost is completely useless by itself since it provides HD and up to 3 devices). The name Boost itself is self evident that it cannot and should not exist without a running package.

 

What kind of scummy company takes money from its customers for a service they cannot even get any use from?

 

I suggest if you suffered from this too you should do what I'm doing and contact your credit card company and raise a dispute. I've also begun writing to Trading standards to raise an official complaint. 

15 Replies
gavs82008
Legend 5
Legend 5

@N0wTVRippedMeOf 

Did you take the trial for cinema and entertainment memberships from the offers page? 

If so this clearly states that boost is automatically added as part of the trial. 

 

https://www.nowtv.com/offers

 

ENTERTAINMENT & CINEMA + BOOST

7 day free trials
After that it's £24.98 a month. Cancel anytime.

 

New Cinema, Entertainment and Boost customers. After your 7 day free trials, membership auto-renew monthly at; £9.99 Cinema; £9.99 Entertainment; £5 NOW Boost. Unless cancelled. You can cancel anytime.

 

Feel free to jump onto live chat and see if staff can offer you a refund. Use the method indicated in my signature below.

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

Boost is a supplementary service add-on on top of a TV service.

 

It cannot by definition exist without a running service. You cannot "Boost" something you don't have.

 

Boost is automatically added into the initial sales processes quietly. If  you've cancelled the active service they implicitly you cannot be charged for Boost. It's not fit for purpose as it does nothing and offer zero value to the customer alone.

 

I did speak with customer services and they were happy to continue taking my money giving no value in return. I got disconnected three times in their shoddy chat window app.

 

I've initiated a charge back with my credit card company as they refuse to refund it. I'm writing to Trading standards to make a complaint. Too tired of these type of rip-off companies. It's a shame because I was about to signup fully after I had completed a project I was working on.

gavs82008
Legend 5
Legend 5

@N0wTVRippedMeOf 

Send an email to customer services to save you dealing with Live chat. Address is in my signature below.

 

The offer clearly states boost £5 unless cancelled after the 7 day trial(s). So even if you cancelled the entertainment and cinema trials it appears that you failed to cancel the Boost. Resulting in the continued payments.

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

I haven't "failed" to do anything. I joined the service using a single form and went through the cancellation process using a single form.

 

The process of unsubscribing is convoluted and engineered to leave a useless "Boost" running despite the fact the customer has cancelled.

 

By cancelling all TV subscriptions it's implied you wont be requiring any enhancements to those subscriptions.

 

If a customer rented a car and took the optional sat nav, would it be acceptable to continue charging for the sat nav after the car rental had been cancelled? No.

 

If a customer took a gym membership and opted for the fresh towels and then subsequently cancelled their gym membership, would it be acceptable to continue to charge for a towels they can never use? No.

 

Any yet here we are with NowTV charging an ongoing fee for "Boost" (the ability to see HD movie on several devices) when there is no underlying services. Not acceptable. The only reason they get away with it is because they can digitally mug people without any repercussions.

 

 

 

 

 

Just because this is a digital product doesn't mean NowTV should digitally mug their customers when nobody would tolerate their 

gavs82008
Legend 5
Legend 5

@N0wTVRippedMeOf 

The terms and conditions are there, you need to cancel boost. You didn't so you kept being billed. 

 

It might be daft to be billed for boost but for no other active TV memberships. 

 

This is a customer to customer forum, you will only find other customers on here posting. To save us going in circles, send an email to customer services to get it sorted out.  

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

The terms and conditions are irrelevant. I couldn't sell you a ticket for an event that doesn't exist just because I write my own terms and conditions, just as it isn't legal to bill for product you cannot possibly use. It isn't fit for purpose. If terms and conditions were the be all and end all we wouldn't need Trading Standards.

 

I'll send an email, but looking around the Internet I see there reputation is mud and this happens to many people.

 

 

 

 

 

Just found this in my original order receipt. Bold is my own emphasis.

 

"Your membership will roll on each month at the standard price, unless you cancel. NOW Boost will only roll on from month to month if you also have an active monthly membership. Check out the T&Cs below to see what you’ll pay."

 

 

The T&C's

 

HOW DO I CANCEL/STOP GETTING A MONTH MEMBERSHIP SERVICE?
To stop any monthly membership service, follow the instructions set out on the NOW website. If the period it covers hasn't started, you won't be charged for it. Remember, once your access to a monthly membership service stops, you won't be able to watch anything you haven't finished (or started) watching. If you stop a service you can always re-activate it on your account at a later date. NOW Boost will either automatically end after a minimum of 30 days following cancellation of your memberships or where there is no monthly membership service on the account, unless you have purchased it via a third party (such as Apple) where it will continue to renew until cancelled

 

redchiz1
Elite

@N0wTVRippedMeOf I too was under the impression that you cannot have a Boost membership without any other active TV memberships as there is, erm, nothing to Boost? In fact from what I recall you need to have a Cinema and/or Sports membership active, you cannot have it with Entertainment alone. Which is a shame for me personally, because when I bin off Sports at the end of the football season I will have to ditch the lot. 

 

Do keep us posted as to how you get on. 

RoyB
Legend

@redchiz1 

 

I certainly do have Boost with just Entertainment, so be of good cheer over this.

Please note that I am just a customer like you, and my advice may well be worth no more than exactly what you paid for it.
redchiz1
Elite

@RoyB They have changed it at some point.Glad to see you're still poking. 

RoyB
Legend

@N0wTVRippedMeOf 

 

It depends how you read:-

NOW Boost will either automatically end after a minimum of 30 days following cancellation of your memberships or where there is no monthly membership service on the account.


You seems to be reading it as

NOW Boost will either automatically end after a minimum of 30 days following cancellation of your memberships, (comma) or where there is no monthly membership service on the account.


But it is ambiguous, and can be read as 

NOW Boost will either automatically end after a minimum of 30 days, (comma) following cancellation of your memberships or where there is no monthly membership service on the account.

 

An earlier poster had a Boost outlive his memberships, and it duly cancelled when the latest month of the Boost had expired, so I lean towards the second interpretation, i.e. that the Boost would take 30 days to end if you didn’t cancel it during the trial, which would mean you had one chargeable month, but it would not run on after that.

Please note that I am just a customer like you, and my advice may well be worth no more than exactly what you paid for it.

@RoyB It's quite clear. I cancelled my membership before the end of the trial, therefore there was no service running before the payment was taken.

 

During my online chat with customer services when I asked about the charge, they told me I would need to cancel the Boost otherwise it would continue to be taken again in March. 

 

I've since emailed customer services and they stonewalled me, so out of principle I've raised a chargeback on my credit card having completed the fraud form.

redchiz1
Elite

@N0wTVRippedMeOf So to recap: you cancelled all your NOW TV memberships other than the Boost; and once those subscription periods had lapsed you continued to be charged for the Boost alone, after its expiry date? 

Exactly that. To recap:

 

In addition, I was told I should cancel the Boost if I didn't want to get ongoing future charges, depsite having no running services.

 

My emails disputing the original Boost charge have been totally ignored. I filled a fraud with my credit card company.

RoyB
Legend

@N0wTVRippedMeOf 

 

I think you were told wrong about Boost continuing indefinitely; I think it would only have run for one paid month.

 

But I do think that if you have a trial membership 7 days, and Now add Boost, and you cancel the trial membership so you don’t pay anything, then the Boost should also stop before you get charged for it.

 

This would cause the least misunderstanding, as well as being fair and equitable.

 

It is worth noting, though, that on dropping an established membership there can be a case for keeping Boost running, even when you haven’t got any other current memberships, if your Boost is on a discounted offer.


If you are dropping a membership, but intend to pick it up in another month’s time, and you currently have Boost discounted to £2 a month, then you will lose out if your discounted Boost expires before you pick up, and you have to pay £5 for the first new month, even if you get back on the £2 deal subsequently (which is not guaranteed).

 

A bit of a corner case, true, but the member contemplating this, except with a two-month gap, would only be £1 down in the third month if they could keep their Boost deal, and would achieve breakeven or better in a fourth month against any subsequent Boost deal, even discounted, if it wasn’t discounted down as far as £2 again.

Please note that I am just a customer like you, and my advice may well be worth no more than exactly what you paid for it.