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Ranj-S
NOW TV Team (Retired)

Re: Money taken from account without authorisation

Hi @VERONIKAT2004

 

Thanks for getting in touch, sorry to hear you've had issues with being wrongly charged. I will send you an e-mail now, keep an eye out on your account.

 

Cheers

Ranj

NOW TV Team 

alicek07
First Poster

Re: Money taken from account without authorisation

I recently signed up for the free 30 day trial, i went onto my online banking this morning and it says Nowtv have 0.10pence. I know its only a tiny amount of money but its not the point, its supposed to cost nothing. I checked my online banking later on in the day and discovered they've done it twice more. So all together theyve taken 0.30pence for something that was supposed to be free. Anyone know why theyve done this??
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artesea Legend 4
Legend 4

Re: Money taken from account without authorisation

@alicek07 the 10p isn't actually taken, but is requested to prove the card is valid at the time of signup. Some banks however show it as a debit for a couple of days until they are happy that NOW TV dont want it.

-----
I'm a Community Contributor not staff, so whilst I know a lot about the service I will be unable to help with any account issues.
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barkode
First Poster

Re: Money taken from account without authorisation

I bought a terrabyte ps4 console from GAME and got a FREE NOWTV 3month trial..I activated it,added the movies trial..cancelled the movies, (which I haven't been charged for)
And continued to use the FREE 3 month script for roughly 5 weeks..as I struggled to find anything worth watching I cancelled this FREE trial..and have not thought about it since.
I have just looked on my bank statement and I have been charged £6.99 for a subscription I don't have.. Why are you taking money off me for a FREE trial that I have cancelled?? .. Full refund please.
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Rob-T
NOW TV Team (Retired)

Re: Money taken from account without authorisation

Hi @barkode

 

Thanks for getting in touch with us, I'm sorry to hear about the unwanted charges.

 

I have dropped you an e-mail about this, please keep an eye out in your Inbox/Spam folders 🙂

 

Thanks

 

Rob

NOW TV Team

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Gezzabyte
Occasional Poster

Re: Money taken from account without authorisation

I have been charged for movies and TV for the last 3 months without authorisation, my card details expired in 2014!!

I only noticed because I saw my daughter watching films and asked me when I signed backup.

Surely this is fraud or theft?

I will expect a full refund and an explanation.

I will contact Sky as soon as they open.

Be warned !!

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Gezzabyte
Occasional Poster

Re: Money taken from account without authorisation

This is how I was dealt with, see what you think..

(FORGIVE THE SPELLING)

 

Smita (25/03/2016, 10:32:39): Thanks for contacting NOW TV, you are talking to Smita. Can I start by taking your full name and email address, please?
Me (25/03/2016, 10:33:17): <REMOVED>
Smita (25/03/2016, 10:33:36): Hi <REMOVED>
Smita (25/03/2016, 10:33:49): What brings you today to Live Chat?
Me (25/03/2016, 10:34:59): I am being billed for the last 3 months for Movies and TV on NOwTV even thjough my card details expired in 2014
Smita (25/03/2016, 10:35:12): That's strange!
Smita (25/03/2016, 10:35:19): Let me check what went wrong.
Smita (25/03/2016, 10:35:30): Let me grab some information to verify your account.
Smita (25/03/2016, 10:35:55): Are you the NOW TV Account Holder?
Me (25/03/2016, 10:36:02): yes
Smita (25/03/2016, 10:36:14): Confirm the full name registered on the NOW TV Account
Me (25/03/2016, 10:36:25): same as i gave you
Smita (25/03/2016, 10:36:40): Confirm the email address registered on the NOW TV account
Me (25/03/2016, 10:36:58): <REMOVED>
Smita (25/03/2016, 10:37:29): Is the above given address and postcode registered on the NOW TV Account?
Me (25/03/2016, 10:38:49): yes
Smita (25/03/2016, 10:39:03): Confirm the last 4 digits of the payment card.
Me (25/03/2016, 10:39:33): it has expired
Smita (25/03/2016, 10:40:05): I understand. I need to confirm
Me (25/03/2016, 10:40:28): <REMOVED>
Smita (25/03/2016, 10:40:41): Thanks.
Smita (25/03/2016, 10:40:59): Just give me two minutes while I check the information.
Smita (25/03/2016, 10:44:14): Thanks for waiting
Smita (25/03/2016, 10:44:42): I will need to transfer this chat to our investigation team.
Smita (25/03/2016, 10:44:53): Please stay connected
Me (25/03/2016, 10:45:04): ok
Smita (25/03/2016, 10:45:18): Thanks
Ruth (25/03/2016, 10:46:07): Thanks for contacting NOW TV, you are talking to Ruth. Can I start by taking your full name and email address, please?
Ruth (25/03/2016, 10:46:22): Hi, I'm just gonna read through your previous chat. I won't be long.
Me (25/03/2016, 10:46:30): iI jjust gave it to you?
Ruth (25/03/2016, 10:47:08): You have been transferred to the 2nd line team so the automatic message appears. Just going to read through your previous chat.
Ruth (25/03/2016, 10:47:11): I won't be long.
Ruth (25/03/2016, 10:48:22): I understand you've been charged even though your card has expired is this correct?
Me (25/03/2016, 10:49:17): thats correct
Ruth (25/03/2016, 10:49:47): How long have you been charged for and what is the amount?
Me (25/03/2016, 10:50:56):<REMOVED>
Ruth (25/03/2016, 10:51:39): So since 2016 you have been billed. One moment please
Ruth (25/03/2016, 10:55:13): Hey, so I can see you have been billed by us and your card has expired. However, you've been watching our content on multiple occassions.
Ruth (25/03/2016, 10:55:21): occasions*
Me (25/03/2016, 10:56:21): My daughter was watching , I did not know until she told me she thought I had subscribed.
Me (25/03/2016, 10:57:02): I also noticed you charged me in 2015
Me (25/03/2016, 10:57:05): <REMOVED>
Ruth (25/03/2016, 10:59:03): With the previous months I can't give you a refund I'm afraid as content has been watched consistently. I understand your card has expired but you didn't inform us and content has been utilised. If you didn't then I would have happily refunded you as I know it wasn't your fault.
Ruth (25/03/2016, 10:59:17): I will check the charge in 2015
Me (25/03/2016, 10:59:25): what do uyou mean i did not inform yiou?
Me (25/03/2016, 10:59:47): my credit card had expired so i should not hacve been able to acces content
Me (25/03/2016, 11:00:13): you took money from my account without permission
Ruth (25/03/2016, 11:00:57): Yes I completely understand that. This is definitely true however, content has been viewed over 2 months so you were clearly aware that content was able to be accessed.
Me (25/03/2016, 11:01:16): i want tro speak to someone more senior
Me (25/03/2016, 11:01:28): i diont think yiou ubnderstand the concept of theft
Ruth (25/03/2016, 11:05:19): This issue is actually with the bank because the details that is on your account which is an active pass and your details we will go to the bank to take money as you still have the active pass it's up to your bank to cancel the payment but they have clearly allowed this to go on. If your card expired it's up to the card distributor which is your bank to actually stop us from allowing us to take money from your bank. When a card expires your bank should block payment not us.
Ruth (25/03/2016, 11:05:38): It looks like your bank still allowed this to go on.
Me (25/03/2016, 11:06:02): oh so its noot your fault then/
Ruth (25/03/2016, 11:06:32): We will still obviously go to your bank for payment every month because you have an active pass but if your card is expired your bank should stop us from taking the payment
Me (25/03/2016, 11:07:01): what do yiou mean i have an active opass/
Me (25/03/2016, 11:07:29): i dont have an active opass?
Ruth (25/03/2016, 11:08:02): You do, that is why we are still going to your bank for payment every month. It hasn't been cancelled. However, if your card is expired your bank should block it.
Ruth (25/03/2016, 11:08:05): But they have not.
Me (25/03/2016, 11:08:35): i think the faultis with you , you are trying to pass the blame.
Ruth (25/03/2016, 11:08:57): No I am not. If your card is expired and your bank allows us to take payment, the issue is with your bank not us.
Me (25/03/2016, 11:09:01): i am going to place this conversation online so others can see how you rspond
Ruth (25/03/2016, 11:09:17): Your bank has put an expiry date on your card but they still allow services to take money from you.
Ruth (25/03/2016, 11:11:04): I have kindly explained the situation as this is what the actual issue is. If it was our fault I would have stated this. But I am trying to explain that if your bank still allows us to take money from you after your card(which is issue by your bank) has been cancelled then we are not responsible for this.
Me (25/03/2016, 11:11:55): so why did yiuo try and take the money in the first place/
Ruth (25/03/2016, 11:15:17): Because under the terms and conditions you still have an active subscription on your account. Because this is active we would then go to your bank and request to take the money required for the service that you have on your account. Your bank then decides if we are allowed to take this payment or not. Even though your card has expired your bank has still allowed us to take money. The power is not in our hands when it comes to this. If your bank didn't want us to take money they can stop this.
Ruth (25/03/2016, 11:15:56): We are giving you a service that you have been watching and paying for.
Me (25/03/2016, 11:17:00): how come you have only been charging me in the last monthgs when i have had the accouunt since at least 2014?
Ruth (25/03/2016, 11:19:12): After 2014 you have been using different offers so you were charged for this as it was offered applied to your account. After the offers expired you were then charged for the price of our subscriptions.
Me (25/03/2016, 11:19:40): I want you to cancel tis subscription
Me (25/03/2016, 11:19:57): i am not happy wioth your answer
Me (25/03/2016, 11:20:16): i will cancel my other sky packages also
Ruth (25/03/2016, 11:20:27): I have given you the correct explanation as this is the issue at hand.
Me (25/03/2016, 11:20:32): i do think the bank were at fault also
Me (25/03/2016, 11:21:00): but you are the root cause of the problem
Ruth (25/03/2016, 11:23:48): The bank authorised the transaction we requested. If the card expired your bank should have stopped this. We can't stop a card if it's expired it's your bank who is responsible for this. You have payed for a product that you are currently watching and I have explained the issue to you. I am sorry you feel that way but there isn't anything I can do I'm afraid.
Me (25/03/2016, 11:24:09): have you cancelled my ccount?
Me (25/03/2016, 11:25:28): have you cancelledmy nowtv account?
Ruth (25/03/2016, 11:25:28): Yes NOW TV is cancelled the passes are
Ruth (25/03/2016, 11:25:37): Yes
Me (25/03/2016, 11:26:37): i will see if others online agree with whos fault it is

the-nadger Mentor 3
Mentor 3

Re: Money taken from account without authorisation

@Gezzabyte

 

I've never had a problem cancelling using My Account and setting a payment pin is advisable.

 

If bank still made payment from expired card your argument is with them not NowTV.

 

 


Please click on Thanks if I've helped. I'm a Community Contributor not staff.
Gezzabyte
Occasional Poster

Re: Money taken from account without authorisation

I do have a payment pin, and I had nothing to cancel as they did not have any current banking information.
There is nothing on SKY's websites to cancel anything anyway, they only make it easy for you to add products on.

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the-nadger Mentor 3
Mentor 3

Re: Money taken from account without authorisation

@Gezzabyte

 

Using My Account/My passes shows anything that's active and the cancel button is massive.

 

IMHO NowTV make it perfectly easy to both apply and cancel vouchers

 

In over 30 months of using NowTV they've never once taken money that's not due to them.

 

Speak as one finds Smiley Happy


Please click on Thanks if I've helped. I'm a Community Contributor not staff.