Multiple charges for the same thing!!

[NeedhelpNOW]

Has anyone else had problems being charged multiple times a month for the same thing? I’m also being charged 9.99 and 5.99 a month for BOOST that I’ve never subscribed to! It’s ridiculous, I’ve started chats, to be told that no I’m not being overcharged. When I have emailed proof no one has replied. I’ve raised this issue 3 times and I don’t know how anyone can deny I am actually paying for and can’t cancel subscriptions. They keep saying I don’t have boost on my account but I’m paying twice a month for it!! Does anyone have any suggestions to how I can through to these absolute morons??!!!

[gavs82008]

@NeedhelpNOW 

£5.99 is NOT boost. The price for boost is £5. 

Did you previously have a sports mobile membership? As this would explain the £5.99.

Do a search on the fourm and you will find methods to get in touch with staff.

[NeedhelpNOW]

No, I have never had any sports related subscriptions. I stand corrected, I am being charged £5, but also £9.99. It’s semantics because regardless of the amount I have never subscribed to Boost. Despite raising the issue operators still say I am not subscribed. Judge the evidence for yourself.

[gavs82008]

@NeedhelpNOW 

Most offers include a week free of boost. Which is then £5 unless cancelled.

[NeedhelpNOW]

I was offered boost at half price when I first signed up but I didn’t need it because my tv is so crap lol. That still doesn’t explain the recurring 9.99 payments with the boost description. And also that when I query it with the wonderful chat bot thingy I am told I don’t have boost on my account. I provide proof by the email address they send out and then I hear nothing further. I mean jeez don’t you think I would’ve cancelled it if I could?? I feel like I’m in an alternate reality here! I feel slightly patronised right now. To be honest there has been no solution to this problem, I’m not talking about just the boost payments, I am also charged multiple times for other subscriptions, but told I only have one account. I am going to be taking it to an Ombudsman because there has been zero resolution and they’ve been getting away with it for far too long

[redchiz1]

OK, then chances are you had a free Boost offer for a month and didn't cancel it before it expired. So you will have been charged at full price. Check your memberships in My Account, you can cancel at any time subject to the monthly expiry date.

[gavs82008]

@NeedhelpNOW 

Feel for you I do. To be clear boost only costs £5, less if you cancel and get given a discounted offer.
As for the £9.99 this would either be entertainment or cinema. 

Boost doesn’t just give you 1080p. It also gives you advert free on demand content, along with 5.1 sound and 3 streams instead of 1.

Try this link to see if you have another duplicate account with the same payment details. 
https://help.nowtv.com/article/find-an-account

With you saying bot, it seems like you’re clicking “get help quicker” which is the bot. To speak with staff you need to click “chat online” within the green box.
https://help.nowtv.com/article/how-to-submit-a-complaint

If I were you I’d put a payment PIN on your account so nothing new can come off your current account without your permission.
https://help.nowtv.com/article/change-pin-settings

If you rather, you can send an email to support. Address is in the below picture.

 

[NeedhelpNOW]

Thanks for the links, I’ll go through them and see what’s actually happening. Were you able to view the attached statement before from payments made from my bank with duplicated Boost payments for 2 different amounts?

[gavs82008]

@NeedhelpNOW 

Not sure if you have mistaken me for a member of staff with that question? 
As I am just a customer like you trying to help out where possible. 

Hope you get it resolved in the end bud 😀

[RoyB]

@NeedhelpNOW 

The Nowbot isn’t the way to find what memberships you have on your account.

Instead, on here, go to My Account/Manage Account/Your Membership/Now Membership and see what memberships are listed there, and what you are actually paying them.

Also, as @gavs82008 describes, when you visit

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

you may find you have one or more accounts open, which is the only way you can be paying twice for a given membership in the same month.

We didn’t see any extract from a bank statement posted here by the way; and if you want to post something, be careful what you reveal, as this is a public Community.

But if push comes to shove, and Live Chat 

https://help.nowtv.com/article/how-to-contact-now

can’t help you, even if you give them the references on the payments to Now to follow up, then you can ask your bank to block the CPAs (Continuous Payment Authorities) via which Now are taking these payments from your debit card(s).

Dont let the bank tell you they can’t or won’t do this; they can, and they must, at your request.

But do tell Live Chat if you do this, as technically, you are breaking your side of an agreement you have made with Now, and they can seek redress from you for this.

As regards Now supplying and charging for memberships you haven’t agreed to, you will likely find that you have agreed to them, in the small print, even though you haven’t actually asked for them.

 Now make it very easy to buy memberships - perhaps too easy - and perhaps ought to make it much clearer when you are committing to an add-on. So when they throw in a week’s trial of Boost, or extra memberships, they should be just that - a week’s trial - and Now having to ask you, by email perhaps, if you want to continue or not.

I’d like to see a UK law that nothing should be harder to cancel than it is to sign up to, which would make more than a few UK companies have to revise their practices, not just Now 😛

[NeedhelpNOW]

Hi, thanks for providing all that information it was very useful. I have to now (no pun intended!) have to eat humble pie as I found a second account using the link provided, on an email address I haven’t used for years 🤦🏼‍♀️ So I feel rather silly now! I’ve spoken to 2 separate people on live chat though (not the bot) and it was never suggested to look for a second account or to provide a means to do this. Maybe that could be included as a standard step of the conversation, as I know from working in call centre resolving technical broadband issues that there will be a template conversation to follow in discovering and resolving issues. I do appreciate that they will probably face hundreds of problems and stroppy customers (the reason I vented on here and not to someone specifically) but my experience has not been good at all. Being told point blank that I am not paying for something that I can clearly see I have paid for instead of helping me get to the root of why, and then when I have provided the proof via email receiving no reply. It’s very frustrating having worked in customer service to receive a really shoddy service in return! It’s even more frustrating when I see how easily it could have been resolved and how much money I have lost because of that simple account finder link that wasn’t provided in any of the conversations I have had. I don’t cry over spilt milk but I definitely cry over lost pounds!! 😭
I completely agree with you, free trials should be just that but then what is in the customer’s best interest isn’t always in the company’s best interest! Think of all the money they would lose! Even something simple like providing a reminder before the free trial ends would help, and an option to continue or cancel the subscription each month. But hey what do I know!
Anyway thank you all for your help, I’m glad my problem is resolved because of the info you all provided. Gold stars for you ⭐️🌟⭐️🌟
Thank you!! 😁

[gavs82008]

@NeedhelpNOW 

Glad to hear that you got it resolved! 

Hope you had asked for that other account to be closed? So you wouldn't to worry about it going forward. 

The thing is, the customer service contact information is there as I provided. However annoyingly it is very well hidden and almost in plain sight. From my understanding its like they want us to do all types of investigation before hitting the buttons to speak with members of staff.

Thankfully and touch wood I have never been in the position you are with unfortunately having another account. 
That being said, all free trials I have come across on all services are a free trial and we will charge you unless cancelled. It would be nice to be automatic cancellation unless you want to stay with said product, then you never have to worry about having to cancel the service if all you were interested in was the free trial. 

[RoyB]

@gavs82008 @NeedhelpNOW 

I’m not against Now letting a free trial of something you committed to by specifically asking, be it Entertainment, Cinema, Sport or what have you, turn into an ongoing subscription if you don’t cancel.

It’s things like an add-on trial of Boost, where it’s easy to miss that this too will turn into a subscription if you don’t cancel, or even of one or more extra memberships, where these should either not be ongoing, or else each should have its own specific confirmation page, to be accepted before any free trials of anything start, so that both the member and Now are clear on the arrangement, and no-one can accuse Now of slipping something under the radar.

It would also be a good thing if Now could carry out the duplicate membership check, based on credit/debit card number, and warn anyone taking out a second instance of a given membership on the same card that this was a duplication, and did they mean it?

As I suppose there might be cases where someone would do this, though I can’t think why…

It wouldn’t be foolproof of course - somebody might use a different card. But then the existing Now check wouldn’t catch this either.

Though hopefully Now can now backtrack from the payment reference on a CPA to identify the account it is coming from, so that, when a customer reports duplicate payments they can’t identify the account(s) for, Now can find these for them?

[RoyB]

@gavs82008 

You said:

From my understanding its like they (Now) want us (customers)  to do all types of investigation before hitting the buttons to speak with members of staff.

Now do indeed, but it’s usually a fond hope, and it usually results in we customers doing volunteer support either having to do that for them, or getting dinged for supplying the link straight off.

Though maybe Now have statistics for what percentage of people going to the Help needing the Live Chat option find the link unaided, and the percentage is much higher than I think? 😛