Billed despite cancelling

[Anonymous User]

Despite cancelling, I have just discovered that another payment, which I did not authorize a second time round, as I cancelled during the first months promotional offer (during week 2), but due to several reliability issues that I suffered with, I at that point logged in and cancelled, so NOT to be charged for this service again.  I CHOOSE WHEN AND HOW I SPEND MY MONEY, IT IS NOT YOUR RIGHT TO CONTINUOUSLY TAKE AT YOUR OWN WANT.  Should I force a reversal via my credit card company, or will NOW tv sort this out?   I initally was curious when I discovered this tonight on my CC statement, but logging in and TRYING to check MY data etc, all I have managed to achieve are spinny coloured circles, NOTHING has been displayed, and I have let it remain for well over 15 minutes with NO data shown.  Complete site failure all in all, I am not impressed by how this has all happened in the space of 1 hour, from checking my Credit Card, but I will take care of it!  

Been billed after a cancellation is wrong, and then for the site to conveniently deny me the information I need to review, is rather convenient.  As I said, this is a let down, for a service I have used from time to time, when the price has been right.  And to be billed after cancellation I find is beyond acceptable, I am beyond words, other than these.  MUGGED OFF is how I honestly feel.  I trusted in giving you my data/person details, and you missused that trust.

[4268]

@Anonymous User you will appreciate account matters are not dealt with in the public forum. If you pop onto chat they can help, they are open 8am to midnight.

[Anonymous User · Accepted solution]

This is ridiculous and it happened to me as well.

I've signed up for the trial pass in March and cancelled couple of days later, since then I haven't either logged in or used the app on the PS4 and today I noticed that I've been charged every month. What a ripoff.

[SeeMoreDigital]

Hi and welcome to the forum @Anonymous User,

The good news is, if you officially cancelled your NOW TV subscriptions (by accessing the 'My Passes' area of your 'My Account'), NOW TV would have sent you a confirmation email of your cancellation request(s).

Provided you've done this and have the email, claiming back any money NOW TV have taken in error should be a straight forward procedure by contacting a NOW TV representative via the forums 'Live Chat' facility or 'Send us a message' facility.

You can contact a NOW TV representative via the forums 'Live Chat' facility or 'Send us a message' facility by using a Windows or Mac computer, not a mobile device, as their web browsers are not sophisticated enough to display 'pop-up' windows (ie: windows within windows). Also, Mac or IOS device users will require JavaScript support enabled in their Safari internet browsers. Here's what you need to do: -

• Click on the following: How To Contact NOW TV link.
• To 'Send us a message', click on the light blue 'Send Message' button.
• To start a 'Live Chat', click on the dark blue 'Chat online' button.
• A new 'What can we help you with today?' pop-up window should open up.
• Click on the 'Request Chat' button.

Cheers

[Anonymous User]

Hi all,

Me too.. 3 months worth at £103.00...Just noticed it and had to go back in to cancel AGAIN!!!

I have taken issue with this and will take it further via CISAS and Ombudsman for questionable practices!!  I did not receive an email to say that it had been cancelled yet I know 100% I did and got the red Cancelled on my pass and a date in which it would expire. I followed the process to the T !!!Can I ask anyone who has had this issue if they can check their messages in their NOWTV account. Do you have any record/messages from NOWTV of taking out the pass in the first place and messages for any changes to account or cancellations?? if not, then the process is absolutely flawed in these case as they expect you to prove you did cancel the Pass by offering them an email you receieved OR NOT as the case is!! I have no traceability to offer yet they have an internal message system, their own technology, they are not using!! How do I know they sent out the email and why rely on a third party software where you should be managing your account form their platform!!!! Outside of the above, how else or what else is available to prove you have cancelled??? Thanks

[Anonymous User]

Hi, I am sorry to say that they did not budge one inch. I would have had more pleasure bouncing my head off a brick wall for the rest of the month. They are a horrible company (owned by Sky) and I would expect them to have more about them than what they did to me, and I am classed as a vulnerable person! They take advantage of honest innocent people such as me, easy targets I think. Well no more, I will NEVER use their platform or any Sky products ever again. But should you have any joy, please let me know.

[Anonymous User]

It is THEFT, aka  'Unauthorized payment'.  My credit card company have said they have had it happen many times to other customers.  So, they instantantly gave me my £20 back, and will force payment back from this sad pathetic theiving company.  As for Customer Service at NOWTV, he was rude, unproffessional and did not value his so called 'valued customer'.  Nowtv claimI have been watching it, despite there been NO footy for me to watch.

As for NOWTV member telling me to mark this post as finished etc, I will not.   THEIVING SODS.

[Anonymous User]

As for this so called email of cancellation they allegedly issue.... it is NOT issued.   I have cancelled before and NEVER got one, this time I did not either, nor did I get one last night, after all the mess, I still DID NOT get a cancellation email.   This company are simply ripping people/customers off by doing these tricks.   Theft by deception.   Should be a criminal offence!!!!!    THEIVES.

[Anonymous User]

I also cancelled *AGAIN* couple of hours ago and guess what... I got no "cancellation" email.

[SeeMoreDigital]

Hi @Anonymous User and @Anonymous User,

Please confirm... Are you cancelling by accessing the 'My Passes' area of your 'My Account'?

Unless your NOW TV subscription is directly through Apple (via an iTunes account) or you've received a NOW TV promotional offer through Vodafone. The official way to cancel your NOW TV subscriptions is via your NOW TV account.

It's recommended that you use a Windows or Mac computer, not a mobile device, as their web browsers might not sophisticated enough to display 'pop-up' windows (ie: windows within windows). Also, Mac or IOS device users will require JavaScript support enabled in their Safari internet browsers. Here's what you need to do: -

• Log onto your NOW TV account via this forum using the same log-in details as your NOW TV playback device.
• Then click on the coloured 'Canel' button which is located within each of the NOW TV services you have subscribed to (ie: Entertainment, Cinema, Kids, Sport). You should see something like this: -

• A new "We hate saying goodbye" web page will be displayed.
• Scroll down to the bottom of the web page.
• Click on the purple coloured 'I don't want my contract free pass' button on the bottom right of the web page.
• Follow the remainder of on-screen instructions/questionnaires and retention offers, if any...

If the above mentioned 'cancellation' process has been completed correctly, you will receive a confirmation email from NOW TV.

Cheers