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Anonymous User
Not applicable

I have been charged for 2 entertainment passes paid for this month. Why?

I paid for an entertainment pass on 2nd of November and agin today 15th November. Does anyone know why I’m being charged twice a month and how this can be rectified? 

4 REPLIES 4
schnapps
Legend 5
Legend 5

Hi @Anonymous User 

 

Two accounts is sometimes the reason.

 

If you have ever created more than one account, maybe try using the Account Finder button on this link page below.

 

https://help.nowtv.com/article/find-an-account 

 

Also if you only have one account, when you go to My Account > Manage Account > Bills & Payments does it show the two payments for an Entertainment pass during November ?

Anonymous User
Not applicable

Yes, it shows one payment on 1st November and another on 15th November. Both are for entertainment pass 😳 thanks for response. 

schnapps
Legend 5
Legend 5

Hi @Anonymous User 

 

If there is two £9.99 Entertainment Pass payments on the same account one on the 1st of November and a second payment on the 15th of November then see if NowTV live chat can figure out what's going on and assist you on the matter further.

 

To reach live chat, use the green chat button on this link page below.

 

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

Anonymous User
Not applicable

Most likely it's another account - use the account finder and enter your details to see which accounts match (gives an email hint) and close off any passes you might active there if you're able to get in. Don't forget to follow the cancellation process all the way to the end till you get a confirmation email saying that you've now cancelled pass(es).

 

It could also be that you might have ended a pass, and then bought a new one in the same month, but I think the first scenario seems more plausible.