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.
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.