Multiple payments

[Anabanana91]

Hi! 

so, I’ve been with Now for a few months. They have taken multiple payments out per month, but my bank have asked me to complain first before a dispute can happen?! Anyone got any advice on what to do next? 

I’ve already called now, and I’ve been told only one payment has been taken each month which is clearly incorrect as multiple have been taken 

[RoyB · Accepted solution]

@Anabanana91 

If you ask your bank to stop paying these demands from Now, then they must do that at your request, cannot lay down any conditions about doing it or not doing it, and any payments demanded and made after your request become the bank’s liability, not yours.

Tell them that, quoting this:-

https://www.fca.org.uk/news/news-stories/continuous-payment-authorities-it-your-right-cancel

However, you should take the good advice there about informing Now of what you are doing.

As something went awry when you talked to them before; likely they correctly told you that they were only taking one payment a month from the one account you think you have, but you probably have a duplicate account or accounts.

Go back to them with the transaction code from every payment made to Now over the period in question; from these unique codes, they can work out precisely which account(s) and membership(s) are involved, and get them cancelled for you.

Before doing that, though, you might want to check for duplicate accounts yourself, which you can do here:-

https://help.nowtv.com/account-finder

If you can reliably provide the information requested.

[Anabanana91]

@RoyBThank you so much for your help & advice!

I was told by telephone call that now had deleted my original order, which they should have the conversations recorded. 

I will call them on Monday, along with the bank. 

kind Regards, 

Ana