03-12-2021 16:58
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.
Solved! Go to Solution.
03-12-2021 17:08
@Anonymous User
Number to call on the link below.
https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1
How to submit your complaint:
03-12-2021 17:08
@Anonymous User
Number to call on the link below.
https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1
How to submit your complaint:
05-12-2021 22:17
@Anonymous User
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.
06-12-2021 9:01
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
08-12-2021 16:10 - edited 08-12-2021 16:18
Unbelievable.
Would it have been this advert:-
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…..
08-12-2021 22:12
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.
08-12-2021 22:43
@Anonymous User
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.
08-12-2021 22:57
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.
10-12-2021 11:45
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
10-12-2021 17:36
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,.