Unexpected Charge

[Anonymous User]

Hello,

Apologies if this thread is in the wrong forum.

I've returned from honeymoon to see a charge of £6.99 for a NOW TV Entertainment Pass on my account. As you can understand, this is quite confusing, since the order was on the 5th of May and I was in Africa at the time!

The only device the account is currently linked on is a black NOW TV box, and the account generally goes untouched. I certainly can't understand this, since I didn't place this order! Could somebody please help explain this charge & arrange a refund?

Thank you so much!

[4268]

@Anonymous User first congratulations on your recent marriage. Only reason for charge is some one having access to your devices. Was anyone at home during the time you were away. Chat can check into your account further. I would recommend a payment pin on your account.

[SeeMoreDigital]

Hi @Anonymous User,

Are you aware that: -

• All monthly NOW TV subscription(s) 'roll on' automatically if they're not officially cancelled prior to any 'free trial', 'retention offer', 'voucher pass' or 'monthly' subscription expiring!
• Cancelling your NOW TV subscription(s) has to be done officially and correctly via your NOW TV account. And has to be done for each of the NOW TV services you have subscribed to. After which you will receive a confirmation email.

Cheers

[4268]

@SeeMoreDigital if you look at the information given clearly​ there wasn't a voucher applied between Jan and May. @Anonymous User had a voucher previous. This means either a billing error or someone has used whilst they were away.

[SeeMoreDigital]

I wonder what duration the 'January' voucher pass submitted by @Anonymous User was. Which is flagged as 'Auto-Renew'?

[Anonymous User]

Hey All,

Thanks for your replies.

The original "voucher" was the original 14 day free trial, and we renewed for a month before cancelling auto-renew to go to Netflix! We just didn't really use the box.

I've put a payment PIN on the account now and changed the password, in case somebody has access to the account.

Is there anything further I can do to investigate this?

[4268]

@Anonymous User if you go on to chat, they may be able to give you a refund. Also double check registered devices and remove any other than the box.

[SeeMoreDigital · Accepted solution]

Hi @Anonymous User

After officially cancelling your subscription (by accessing the 'My Passes' area of your 'My Account'), NOW TV will send confirmation by email.

This being the case, provided you have not viewed any content (which the NOW TV people will thoroughly check) you should be able to get all (or a proportion) of your subscription payments returned/refunded to you by contacting a NOW TV representative, which can be done via the forums 'Live Chat' facility or 'Send us a message' facility. 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]

Thank you, both - I'll get on live chat right now and report back with the results.

[Anonymous User]

Apologies for the delay in feedback here.

After speaking to the team via Live Chat, protections were put on the account and a full refund was given.

Thank you to all of the above for your assistance!