Declined payment

[Anonymous User]

Evening,

I have had a payment declined by now TV, when I check my account originally it wasnt showing so I presumed it had been rectified or there was an issue, however it's now come back it is declined and I need to make payment.

It saying I need to call the payment number, however I have tried several times, when someone answers they tell me I'm through to the wrong place and need broadband but dont give me a number or any helpful advise.

I've tried 5 times today to call and been unable to get through, the email is threatening further action and I dont really know what to do after 7 failed attempts to contact to rectify the issue and it wont let me make a payment online or change my bank details

[RoyB]

@Anonymous User 

NowTV seem to have a peculiar talent for pulling the thread of a small problem and making the whole garment unravel....

So they gave you a phone number to call, and the person at the other end said it was the wrong number?

In which case, say ‘Hi, I’m Charlotte <Lastname>, what’s your name?’ which is a little trick that will predispose them to tell you their whole name.

And once you have their name, then psychologically they know they aren’t anonymous any more, and will try harder to help you.

Then, quote the number as being in the letter, and quietly but firmly insist on being transferred to the correct department, if they are not it despite being the number quoted in the letter, and not just given another number and hung up on, or even worse, just hung up on.

It really shouldn’t be necessary to use social engineering to get the help you need, but it is something that cuts both ways.

If you still get nowhere, then you will need to contact (gulp) Live Chat, as here:-

Get in Touch (all the options, and the best place to start):-

https://help.nowtv.com/gb/get-in-touch/

On a screen with big buttons all around, you may find the link you need is under a tiny green arrow, so be vigilant.

 Live Chat and Send Us a Message:-

https://help.nowtv.com/contact-us/managing-my-devices

On Live Chat, when you can get onto it, keep your answers short, sweet and prompt, or it will time out on you.

If the person you are talking to doesn’t seem able to understand your issue, ask to be escalated to the next level of help.

======

Though If you think you are in an FAE (Mucked About Enough) situation, a Complaint may be merited, to get you the attention you need:-

Complaint webform for TV issues:-

https://help.nowtv.com/complaints/tv

Complaint webform for Broadband Issues:-

https://help.nowtv.com/complaints/bb-calls

Good luck!

[MARTINMJJACKS]

I have tried to pay my outstanding balance loads of times this morning after confirming the payment is genuine to my bank it keeps saying "sorry you payment was declined" please try again in a few minutes i have entered  all details correctly but still not taking the money checked bank with my card and it is NOT blocked or frozen and there's defantley money in the bank to cover the bill??? What the hell is happening please tried using computer and my phone to make payment NOTHING it still declines on both????

[gavs82008]

@MARTINMJJACKS 

If you try updating with another card saving it what happens?

[MARTINMJJACKS]

I only have 1 card

[gavs82008]

@MARTINMJJACKS 

What happens when you speak with staff about the issue, what do they say?

https://help.nowtv.com/get-in-touch/now-broadband-calls/managing-my-payments

NOW Broadband Members can call us 8am–8pm, 7 days a week.

03300 412485

[Dalton]

it suddenly wont take direct debit payments even though there's money in my account. They just said, lets hope it works next time, after i paid over the phone with the same card i have online