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?
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.
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.
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.