Welcome to the forum. As you're a Combo customer I'd recommend giving the Broadband Team a call as you'll find this easier to deal with than going via live chat or email. Calls to the team are free from your home phone for Combo customers and if you don't already know it you'll find the number on your My Account > My Package page of the website.
For info, the help page on how to file a complaint is here
It's is also impossible to write a complaint to Now TV as their complaints system / IT system / software just replies ' Opps, something went wrong' Tried several times from Laptap (Windows 10) and my phone (Andoid)
Im sure this is an unlawful practice and will contact Ofcom about it.
I have been charged for subscriptions I have not been using. £9.99-£7.99-£3.99 monthly from my bank Acc. After 3 complaints eventually something getting done. 4 month refund, still out 6 months money they took. They said my account had been duplicated, still unhappy I've lost so much money I can't prove anything as its all done by messaging. It's downright theft, but trying to prove its another story. Will wait and see if the refund goes into my bank. My Acc. Showed no payments to now tv, but money was being taken for 10 months. I am a pensioner and could use the money that was taken. Will be letting everyone know about this scam.
Identical - it's obviously policy. Anyone else had the same? You cancel but it isn't recorded on their system apparently, so you find months later you're still being charged and when you complain get offered - in my case 2, now gone up to 3 months rather than the 7 months I'm owed.
This came up in my search and it's 2020 so clearly no progress by NOWTV for customer service. I have referred this to OFCOM and they have said that companies must provide an adress to write to for complaints, not just limit to chat or phone. There is a valid complaint in itself. So NOWTV what is your address for complaints? I have raised two complaints via online chat, one was closed, not of my making and the other has been ignored despite a promise for a manager to contact me. Empty promises and I rely on my mobile data to get by due to useless broadband.
Rubbish provider, terrible customer service.