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paultf1
Scholar

charged for phone calls.

I have been charged for 2 phone calls . I have Broadband with free any time calls.

they where local numbers.

Who do I contact please tried chat, with no answer to my request.

1 Solution
gavs82008
Legend 5
Legend 5

@paultf1 

Number to call on the link below.

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

How to submit your complaint:

 
  • Give us a call on 08007591213 to speak directly to a NOW advisor.
FYI that I do not work for NOW, just a NOW customer trying to help

View solution in original post

11 Replies
gavs82008
Legend 5
Legend 5

@paultf1 

Number to call on the link below.

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

How to submit your complaint:

 
  • Give us a call on 08007591213 to speak directly to a NOW advisor.
FYI that I do not work for NOW, just a NOW customer trying to help
RoyB
Legend

@paultf1 

 

Did you fall foul of this?

Inclusive UK calls last up to an hour, then charged at 20 pence per minute at any time of day, or hang up and redial as often as you like. 

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.
schnapps
Legend 5
Legend 5

Hi @RoyB

 

This other linked thread below will indicate why there was call charges on the OP bill.

 

https://community.nowtv.com/t5/Account-Billing/Broadband-and-anytime-call-package/m-p/570359#M17296 

RoyB
Legend

@schnapps 

 

Unbelievable.

 

Would it have been this advert:-

https://www.nowtv.com/broadband?DCMP=KNC-BrandEE&ds_ag=Now+-+NOW+Broadband+-+Exact&ds_kwid=p29902605...

where each offering says Anytime Calls included.

 

But lower down, it goes into the three call packages, and I don’t know why, because why would anyone want a different offering than Anytime?

 

But I would say that this advert at least, should have Now bang to rights…..

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.
paultf1
Scholar

Hello.

Yes the same advert except mine was for £22.00 pm. but otherwise identical. 

I phoned customer services, and they said that I did not click on the anytime call package, but when you click nothing happens, then they say if you don't click on any of the buttons then it will automatically go to pay as you use by default. I said that is wrong if you state that anytime calls included why would you need to select it. I said I would look in to the legal side of it and he laughed and said good luck with that.

paul. 

RoyB
Legend

@paultf1 

 

Put the smile on the other side of his face by making a formal complaint to Now:-

https://help.nowtv.com/article/how-to-make-a-complaint

If still no go, you might want to use CISAS, which is set up to help resolve such issues, though you must have complained to the internet service provider (in this case Now) first, and not got a satisfactory outcome.

 

And if push really comes to shove:-

https://www.gov.uk/make-court-claim-for-money

IANAL, but if that is the advert you saw and responded to, then I think you had every right to expect that you would be defaulted to Anytime calls without having had to make any choice of tariff at all; and that if you actually did have to make the choice, and the site would not accept that you wanted Anytime, that absolutely puts the tin lid on it.

 

 

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.
paultf1
Scholar

I forgot to mention that they could put me on the anytime call plan straight away lol.

Also I had some one email me to say that as a good will gesture they would put me on the anytime call plan for the rest of my contract. but no refund or credit for my phone calls. Where's the good will in that.

they are only giving me what I am paying for.

I have looked on the forum and there are more customers who have had the same happen to them.

 

Roy1
Mentor

I have had same problem first bill should be £20 but was £166 complained to NOW got same response am writing to customer care hoping for better response

paultf1
Scholar

Hi Roy.

Thinking about it, I think a lot of people on here have had the same problem.

I think like you, using the phone a lot thinking it was included then get a massive bill after the first month must be to off set the cost of giving free calls . Take your £20.00 pm off that leaves £146.00 in calls divide

that by 12 = £12.16. so you are paying more than you would by paying monthly with some other provider.

I was lucky my calls was £15.00 approx so I was lucky . Hope you get sorted but I think its a cleaver tactic

on there part. knowing most people will use the phone a lot in the first month,.

paultf1
Scholar

Hi Roy1.

I think you might have more luck by chatting to a cab agent online, and if enough people do the same then it might get passed onto trading standards. or even Watchdog. It is so misleading. Did you try clicking on the Anytime phone package when you signed up, and did it work ? it did not work for me, and that's what they are saying, you should click on it otherwise you are automatically by default placed on the Pay As You Use rate.

Paul. 

Roy1
Mentor

Thanks
Yes I did click on anytime but cannot prove it. Got reply saying thanks for order.Have sent letter to Consumer Care hoping for some recompense but won’t hold breath for any help.Sad really thought better of Sky