Charged for free trial

[Tone]

Hi

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? 

[ukbobboy]

@Tone 

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.

[Tone]

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. 

[Matt79]

I'm also a new user and have been charged for the free trial of movies. Again no way to contact them!?

[Saint1976]

@Matt79 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.

https://help.nowtv.com/article/how-to-submit-a-complaint

[gavs82008]

@Matt79 

This form should help you out. 

https://account.nowtv.com/payments/query/incorrect-charge

[Matt79]

Thanks. I tried the form, but it errors as soon as you select "yes" when it asks you if cancelled the free trial before it expired. I've managed to submit the form but without anything selected for that question, and have written an explanation in the notes section.If I dont hear within a couple of days I'll send an email to customer services.

[ukbobboy]

@Matt79  @Tone  @gavs82008  @Saint1976 

Fellas   (deliberately misspelt)

Although not officially announced, Live Chat now seems to be open, check them out using this URL:

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

UK Bob

[ZNC94]

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

[gavs82008]

@ZNC94 

There is a form you can fill out for "incorrect charge" but don't hold your breath.

https://account.nowtv.com/payments/query/incorrect-charge

That being said, the below link will point you in the direction for Live chat. 

https://help.nowtv.com/article/how-to-submit-a-complaint