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Che
Newbie

Re: Charged for free trial

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.

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NOWchargerr
Advocate

Re: Charged for free trial

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.

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gavs82008
Legend 5
Legend 5

Re: Charged for free trial

@NOWchargerr 

Can you elaborate what you took as a trial and what you were charged?

 

Did you receive email confirmation about the cancellation?

FYI that I do not work for NOW, just a NOW customer trying to help
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NOWchargerr
Advocate

Re: Charged for free trial

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.

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NOWchargerr
Advocate

Re: Charged for free trial

Cancelled online but no email confirmation. I think you should question why you are participating in this community as it lacks integrity.

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gavs82008
Legend 5
Legend 5

Re: Charged for free trial

@NOWchargerr 

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).

93D01821-AEB5-45B4-A1EF-E57A4FE54CE5.jpeg

Or pop onto live chat, just make sure to click “chat online”.

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

FYI that I do not work for NOW, just a NOW customer trying to help
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RoyB
Legend

Re: Charged for free trial

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.

Line 3. Overhead, without any fuss, the stars were going out…..