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Anonymous User
Not applicable

‎27-04-2017 21:21

Being charged for a cancelled pass

I was having trouble cancelling my passes, so I emailed now tv asking them to cancel them for me. I received a response on 4th April via email saying that my account had been deactivated. On 13th April £9.99 was taken from account for a pass. Then on 24th I emailed them again asking why this was taken, which I've not received a response yet. I definitely have no other accounts, so I'm puzzled as to why this money was taken
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6 REPLIES 6
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Legend 5
Legend 5

‎27-04-2017 21:24

Hi and welcome to the forum @Anonymous User,

 

The official way to cancel your NOW TV subscriptions is via your NOW TV account. It's recommended that you use a Windows or Mac computer, not a mobile device, as their web browsers are not sophisticated enough to display 'pop-up' windows (ie: windows within windows). Also, Mac or IOS device users will require JavaScript support enabled in their Safari internet browsers. Here's what you need to do: -

 

  • Log onto your NOW TV account via this forum using the same log-in details as your NOW TV playback device.
  • Then click on the grey coloured 'Canel' button which is located within each of the NOW TV services you have subscribed to (ie: Entertainment, Cinema, Kids, Sport). You should see something like this: -

Cancellations.PNG

 

  • A new "We hate saying goodbye" web page will be displayed.
  • Scroll down to the bottom of the web page.
  • Click on the purple coloured 'I don't want my contract free pass' button on the bottom right of the web page.
  • Follow the remainder of on-screen instructions/questionnaires and retention offers, if any...

If the above mentioned 'cancellation' process has been completed correctly, you will receive a confirmation email from NOW TV.

 

 

Cheers

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Anonymous User
Not applicable

‎27-04-2017 21:32

I did manage to cancel my passes successfully earlier. I'm questioning why I was told that they were deactivated, and still charged for one of them. Also why an email sent on Monday has not been responded to
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Legend 5
Legend 5

‎27-04-2017 21:37 - edited ‎27-04-2017 21:42

In response to Anonymous User's comment

Hi @Anonymous User,

 

Do you know who you contacted at NOW TV?

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Anonymous User
Not applicable

‎27-04-2017 21:49

Did you want the name of the person who emailed me?
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SeeMoreDigital
Legend 5
Legend 5

‎27-04-2017 22:05

In response to Anonymous User's comment

No @Anonymous User,

 

For security reasons, all 'account' related issues are subject to the Data Protection Act, which means it's more appropriate for you to directly contact a NOW TV representative rather than asking one of them (or somebody who may be posing as one of them) to contact you via the forum!

 

You can contact a NOW TV representative via the forums 'Live Chat' facility or 'Send us a message' facility by using a Windows or Mac computer, not a mobile device, as their web browsers are not sophisticated enough to display 'pop-up' windows (ie: windows within windows). Also, Mac or IOS device users will require JavaScript support enabled in their Safari internet browsers. Here's what you need to do: -

 

  • Click on the following: How To Contact NOW TV link.
  • To 'Send us a message', click on the light blue 'Send Message' button.
  • To start a 'Live Chat', click on the dark blue 'Chat online' button.
  • A new 'What can we help you with today?' pop-up window should open up.
  • Click on the 'Request Chat' button.

 

Cheers

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Anonymous User
Not applicable

‎27-04-2017 22:21

Ok, thank you for your assistance
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