Your website was offering a free trial of Sky Cinema, I clicked the Free Trial button but have now discovered I have been charged £11.99. Live chat is unavailable and there doesn't appear to be any other (obvious) means of getting in touch. Very disappointed and I remember now why I keep giving up on NOWTV.
What makes matters worse is the number of posts of a similar nature found within these forums. How many people have had their money taken without their consent or knowledge? Can NOWTV explain and also refund my money?
You know Tone,
That "free offer" was probably for "new customers only", chancer are you didn't check the small print.
Another thing, the Now TV Team are unlikely to see your post coz' of Covid 19.
I was logged into my account, browsing movies and was given the option of a free trial; why would they offer me that if I'm not eligible? After clicking the button it definitely said I was getting a free trial but after accepting it then confirmed I'd paid £11.99.
I appreciate the NowTV team might not see this due to current situation, and also that's why Live chat isn't available, just airing my frustration and the fact there's no other obvious means of getting in touch.
I'm also a new user and have been charged for the free trial of movies. Again no way to contact them!?
@Anonymous User customerservices 'at' nowtv.com
We can't put email addresses so obviously replace the 'at' and spaces with the @ symbol.
Failing that, click on the blue text about half way down this page.
This form should help you out.
@Anonymous User @Anonymous User @gavs82008 @Saint1976
Fellas (deliberately misspelt)
Although not officially announced, Live Chat now seems to be open, check them out using this URL:
I got in touch with NOW TV live chat to inform them I was charged £11.99 after cancelling my 7 day trial on the 6th day and they tried everything to make me feel bad and it was my fault that it was not cancelled properly during the 5 steps required.
I think the system is deliberately programmed to get customers trapped and signed in to a 7 day trial and NOW TV will do everything thy can to make money. They obviously do not understand that customers will just walk away and never come back to NOW TV. I suppose the NOW TV and Sky brand is so poor with reputation they really don't care.
I have just had the exact same thing happen and it charged me. I am not happy about this as it is quite deceptive. I only did this as i did the same with the entertainment pass- which the free trial worked , so when I saw this on the Cinema pass i thought why not ... but then got hit with the charge
There is a form you can fill out for "incorrect charge" but don't hold your breath.
That being said, the below link will point you in the direction for Live chat.
Cancelled my trial well within the seven days but still charged. Have had to cancel again. I will be contacting Trading Standards in the morning along with my bank. I suggest others do the same.
Can you elaborate what you took as a trial and what you were charged?
Did you receive email confirmation about the cancellation?
Nice trick, NOW and Sky! Offer free trial and then set up multiple memberships so that when one is cancelled the others remain in the background until someone notices. This is one for Watchdog I think.
Cancelled online but no email confirmation. I think you should question why you are participating in this community as it lacks integrity.
Did you contact NOW support or decide to rant on a customer to customer forum?
My experience with NOW is unless you receive a cancellation email then you most likely haven’t cancelled completely. The process is a big pain but it’s how it’s set up.
If I were you, send an email to customer support on the address below (picture).
Or pop onto live chat, just make sure to click “chat online”.
1. Cancelling is unduly hard and tricky, and it is easy to think you have cancelled when you haven’t jumped neatly through all the hoops that Now put in your path when you cancel.
2. Cancelling on Day 6 may be too late. What you get, whether you cancel on Day 1 or Day 7 is indeed a 7 day’s free trial, but the timing the banks require for billing means that the process kicks off during Day 6, and if you cancel after that on Day 6, you get charged. The cancel does apply once the paid month is up though, but this is not much of a consolation.
Complaining to your bank about this is complaining to the people who require this, so you can see how that might go.
3. I have never had a cancellation email.
4. The way to be sure you have cancelled is to go into your account details and look at the membership you have just actioned cancel on, and ensure it isn’t showing a ‘next payment date’. Also recommended is to check no other passes are present, as people used to get caught out by those Sticks that came with a trial month of each of several memberships, only cancelling one where actually you have to cancel the lot, but each individually.