accidental purchase

[Amanda3]

My son accidentally purchased a movie, we haven't started to watch and is there a way to cancel this purchase and have it refunded? I tried going through the chat bot choosing request a refund but the bot then says I just need a bit more information from you and then disconnects and I can't get anywhere. 

[gavs82008]

@Amanda3 

Your son didn’t purchase a movie, he purchased the cinema membership. 

Firstly put a payment PIN on your account pronto.
https://help.nowtv.com/article/change-pin-settings

Then for that refund if you don’t want the cinema membership you need live chat. Make sure to b signed in and use the ‘How to get in touch’ drop down.
https://help.nowtv.com/get-in-touch/tv/cancel-or-renew-membership

[RoyB]

@Amanda3 

And it’s not just a one-off, that cinema membership, it’s a recurring monthly payment, so the membership needs cancelling.

Live Chat can do that for you, when you talk to them, but make sure it happens.

It looks like Now have outsourced Live Chat to a new team, in India, and the service is still finding its feet.