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Unauthorised debit card transactions

Please can someone help I have had 5 unauthorised debit card payments taken from my bank to nowtv and when I speak to online chat all they keep telling me is that they can't find the money and that I must have a duplicate account which I don't.. Also I have payment pin set up but somehow this is getting bypassed and money is being debited regardless. They have requested screenshots of my bank statements that clearly show money going from my bank to nowtv but they still insist they can't locate the money. Surely this has to be fraud, over the last few months £39 worth of unauthorised transactions have left my account . I have an entertainment pass that I pay every month but they are taking payments twice and sometimes three times in one calender month. Has anyone else had similar problems as I'm sure I'm not the only person that has been affected. Customer service is diabolical I've never come across such bad service in my life.

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Legend 5

Re: Unauthorised debit card transactions

@Stueyjk1

 

Welcome to the forum. Although you're sure you don't have a second account it might just be worth spending a couple of minutes checking in case you've forgotten an old account. The following help page explains why it might happen

 

https://help.nowtv.com/article/cancelled-now-tv-but-still-being-charged

 

Quick way way to check is to go to the sign in option, click forgotten password and enter any other email addresses you use, and also any that other people in your household use and see if any come up with an existing account, more details here

 

https://help.nowtv.com/article/forgotten-login-details

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Re: Unauthorised debit card transactions

Thankyou for you advice it helped me to look in the correct place and had an email from nowtv and the problem is now solved.. Much appreciated.

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