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Cbob
Advocate

Someone has used my account to subscribe without my permission - How do I get a refund?

I noticed £11.99 had came out my bank account for NOW cinema even although I didn’t subscribe. I think someone I knew from the past got access to my account and subscribed to watch on another device. I cancelled the subscription after 1 day but have not got a refund and was notified that I can still watch until 1st June. Does anyone know how I can get a refund and also how to remove my payment method from my account?

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gavs82008
Legend 5
Legend 5

Re: Someone has used my account to subscribe without my permission - How do I get a refund?

@Cbob 

You cannot delete a card from NOW, the only way around it is to delete your account.

 

However if you want to keep your account, I suggest you change your password and set up a payment PIN.

https://help.nowtv.com/article/change-payment-pin-parental-pin-settings

Either way to get a refund, head onto live chat and speak with NOW staff. Just make sure to click “chat online”.

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

If you decide that you want to go down the route of closing your account, you’ll be best to send an email to customer support. Address on the picture below.

0A0E7A6A-20EA-42F3-ACAC-5E9268A98C1F.jpeg

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gavs82008
Legend 5
Legend 5

Re: Someone has used my account to subscribe without my permission - How do I get a refund?

@Cbob 

Just to follow up from my post, if you haven’t done so already, I strongly recommend to change your password and force log out of all devices. Have a nosy at this link for that.

https://help.nowtv.com/article/change-password

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