3 months of Sky Cinema FREE. NOT!

[SweetBlitz]

I logged in today to cancel my entertainment pass as I am not watching it. After going through the cancellation process, on the last screen after turning down the offer of entertainment for £3.60 for 3 months I was offered Sky Cinema for FREE for 3 months.  Obviously an offer I could not refuse. So I took up the offer. 

I then checked passes and vouchers which showed I would be charged £4.80/month !!?!?!

I took this up with now TV chat but got no joy. Can someone from now TV team assist?

Now (03/10/2019, 13:16:23): Thanks for contacting NOW TV, you are talking to now. How can I help?
null (03/10/2019, 13:17:16): Hi I cancelled my entertainment pass today. At the end of the cancellation I was offered sky cinema for 3 months for FREE
null (03/10/2019, 13:18:11): I accepted the offer, but when I checked in passes and vouchers it said I would pay £4.80/month from 19 October
null (03/10/2019, 13:18:45): Can I get sky cinema free for 3 months?
Now (03/10/2019, 13:19:25): Hello, Good afternoon.
null (03/10/2019, 13:19:52): Hello Now (03/10/2019, 13:20:43): Thanks for bringing this to our attention. Let me get this checked for you and help you accordingly.
null (03/10/2019, 13:21:34): No problem
null (03/10/2019, 13:24:22): I have cancelled the cinema pass.
Now (03/10/2019, 13:25:16): I cannot help you with a free voucher, you can avail the offer you have received or I can help you with another discounted deal.
null (03/10/2019, 13:27:10): No thanks. I was offered 3 months of sky cinema for free. Unfortunately I did not take a screenshot, but would it be possible to let whoever set that up know it does not work.
null (03/10/2019, 13:27:23): Thanks

[SweetBlitz]

I got this email

We haven't heard from you - NOW TV Case ID: 05794711 (ref:_00DG0BmYO._5004ItuQSO:ref)

On 6 Oct 2019, at 9:08 pm, NOW TV Help <help AT nowtv.com> wrote:

Hi

We hope you got our email the other day about your question - ref 05794711. We haven’t heard from you and just want to check that everything’s OK.

If you do still need help, please take a look at the email we sent as this includes details of what you need to do next. If we asked you to send us more information, just reply to that email or simply let us know that you’re all sorted and we’ll take it from there.

If you would prefer to get in touch through Live Chat, simply Contact Us. Please remember your reference number 05794711, as again, it will help us keep a track of all your contacts.

We're here 10am -10pm, 7 days a week, ready and waiting to help.

Kind Regards,

The NOW TV Team

I never got the previous email about my question so have no idea what to do next, so I contacted live chat as suggested and quoted the Case ID 05794711.

I got into another cyclic conversation where I stated what had happened. I was asked if I had any "proof".  I didn't take screenshots of every step when I took the free offer.  Why would I?  I didn’t expect to be charged £4.80/month. Had I known there would be a problem I would have taken screenshots.  But I didn’t. 

There must be a record of my accepting the offer, and there must be something on the Now TV servers that prove I was made the offer.

Below is a screenshot showing it would be  charged at £4.80/month.

Can anyone from Now TV team look into this?

[SweetBlitz]

My reply disappeared!  I will reply again...

[SweetBlitz]

I got the email below

We haven't heard from you - NOW TV Case ID: 05794711 (ref:_00DG0BmYO._5004ItuQSO:ref)

On 6 Oct 2019, at 9:08 pm, NOW TV Help <help AT nowtv.com> wrote:

Hi

We hope you got our email the other day about your question - ref 05794711. We haven’t heard from you and just want to check that everything’s OK.

If you do still need help, please take a look at the email we sent as this includes details of what you need to do next. If we asked you to send us more information, just reply to that email or simply let us know that you’re all sorted and we’ll take it from there.

If you would prefer to get in touch through Live Chat, simply Contact Us. Please remember your reference number 05794711, as again, it will help us keep a track of all your contacts.

We're here 10am -10pm, 7 days a week, ready and waiting to help.

Kind Regards,

The NOW TV Team

I never got the previous email about my question so have no idea what to do next, so I contacted Live Chat and quoted the Case ID 05794711, I got into another cyclic conversation where I stated what had happened. I was asked if I had any "proof".  I didn't take screenshots of every step when I took the free offer.  Why would I?  I didn’t expect to be charged £4.80/month. Had I known there would be a problem I would have taken screenshots.  But I didn’t.  There must be a record of my accepting the offer, and there must be something on the Now TV servers that prove I was made the offer.

I can provide a screenshot that it was being charged at £4.80/month.

Can someone from Now TV team look into this?

[SweetBlitz]

[SweetBlitz]

I am puzzled.

I had an offer of 3 free months of sky cinema confirmed onscreen, which appeared as £4.80/month in passes and vouchers.  now chat/email are offering me £4.99/month. Odd. Why would I want to pay more than the incorrect offer.

Chat/email response has just told me the offer generated by the system is NEVER free. But it was for me.

sequence

1. cancelled ENTERTAINMENT 
2. got offer of £3.60/month for ENTERTAINMENT, which I turned down
3. then it said "Try Something Different” and offered 3 months of Sky Cinema for FREE

Above is exactly what happened. 

[RoyB]

@SweetBlitz 

Re postings that don’t appear, some hopefully good information ( (c) Billy Joel ):-

Click your avatar and look under My Profile for Drafts.

I often find I’ve clicked Post, and the posting hasn’t gone.

If I fail to notice this, I find them in Drafts, from where I can usually send them, unless they are Edits that have now run out of time.

[SweetBlitz]

Sorry? What are you on about?

[RoyB]

You said:

My reply disappeared!  I will reply again...

I wondered if I might have a possible explanation for that, for you.

[SweetBlitz]

@RoyB the reply disappeared. It was there and then deleted. Don't know why.

To be honest I am more concerned about accepting an offer for free cinema for 3 months and then seeing I would be charged.

Can someone from Now TV team respond?

[SweetBlitz]

Bad formatting - see below

[SweetBlitz]

I feel like we are all being called liars...

Now (16/01/2020, 19:40:02): Thanks for contacting NOW TV How can I help?
null (16/01/2020, 19:40:23): Hi
Case 05794711
Now (16/01/2020, 19:40:34): Hello there.
null (16/01/2020, 19:40:41): I have been waiting 3 months for a response
Now (16/01/2020, 19:41:15): Let me quickly check with the reference number and update you.
null (16/01/2020, 19:41:15): https://community.nowtv.com/t5/Offers-Vouchers/3-months-of-Sky-Cinema-FREE-NOT/td-p/509018
Now (16/01/2020, 19:41:21): Can you confirm your full name and email address registered on the account
Now (16/01/2020, 19:42:52): Thanks for the details,Brian.
null (16/01/2020, 19:43:05): Seems like it happened to a few people.
Now (16/01/2020, 19:43:28): let me look into it.
null (16/01/2020, 19:43:37): Thanks
Now (16/01/2020, 19:44:01): Welcome.
null (16/01/2020, 19:46:34): I was informed...
null (16/01/2020, 19:47:05): The offer generated by system is never free. However, you missed the offer and the same offer cannot be generated on the code.
null (16/01/2020, 19:47:30): However this does not appear to be true.
Now (16/01/2020, 19:47:55): Yes, the system generated offers are to be availed when it is prompt to avail.
null (16/01/2020, 19:48:01): It seems a few people got the offer.
null (16/01/2020, 19:48:31): I did avail, but it wasn't free it was £4.80/month
Now (16/01/2020, 19:48:43): Yes, but the system generated offers are not free.
null (16/01/2020, 19:49:34): Mmm, are you stating that all the people on the thread are liars?
null (16/01/2020, 19:50:01): Including me?
Now (16/01/2020, 19:50:43): No, but NOW TV do not generate the code for free when cancelling the pass.
null (16/01/2020, 19:50:50): Did my case get escalated?
null (16/01/2020, 19:51:31): Can you read the thread on the forum?
Now (16/01/2020, 19:51:57): Yes, it is working by our higher end team.
null (16/01/2020, 19:52:25): Chat/email response has just told me the offer generated by the system is NEVER free. But it was for me.

sequence

cancelled ENTERTAINMENT
got offer of £3.60/month for ENTERTAINMENT, which I turned down
then it said "Try Something Different” and offered 3 months of Sky Cinema for FREE
Now (16/01/2020, 19:52:29): Yes, I went through.
null (16/01/2020, 19:52:51): So nothing has happened in three months
Now (16/01/2020, 19:53:34): I will put the comments to be resolved at the earliest.
null (16/01/2020, 19:53:56): Three months is a long time.
Now (16/01/2020, 19:55:20): Sorry for the hassle caused, I will inform about this to the higher end team and make sure they will get back to you at the earliest.
null (16/01/2020, 19:55:48): Thank you

[SweetBlitz]

Three months I have waited for a response. 28 replies to the thread.  A case escalated and no reply. Chat in denial and stating there are no free offers. Are we all liars? Why would we lie? 

Will someone from NOW TV team respond?

[Anonymous User]

Hi

I had exactly the same issue when declining an offer for 3 months cinema. It offered a free 3 month pass. I contacted live chat. They also advised that they do not offer this. Then I got the same email saying we have not heard from you. Then a few days later had an email saying they do not offer this

I've told them as they have called me a liar or maybe even that I can't read j will not use there services again

I'm going to email this thread link to them to show it's not just me 

[Anonymous User]

I am having the same issue.

The Customer Service agent was not aware of any offers. I am about to be charged £4.80 in January and I only accepted the 3 month offer because it was FREE !

First 20 seconds it said

Next payment date:19 Jan 2020

What you'll pay then:£0.00

But then I checked again LUCKILY and it said

Next payment date:19 Jan 2020

What you'll pay then:£4.80

So the offer only worked for less than a minute!

I already have a voucher for 1 month free so why would I choose to pay?!? This is ridicilous , can someone from NOW TV please check? Thank you

[Anonymous User]

I guess no one bothers to answer this, shame on you Now TV.

[Anonymous User]

Yes, the Customer Service agents say there is no offer like this and yet the system is still offering it to customers. I just read on another forum that another customer has been tricked into signing up for the "FREE" 3 months and then the charges changed to £4.80. This is outrageous !!!

STOP THIS OFFER AT ONCE as it looks like a SCAM.

[Anonymous User]

I have had the same issue and have been charged £4.80. I'm afraid I don't agree with the NOW TV's representative in only cancelling the offer. I have taken a screenshot!! and I would like someone to refund the £4.80 and reinstate the 3 month offer. I suggest that null may decide they should have the same?

Can someone please assist and action the above?

[SweetBlitz]

FWIW I never got an answer

@Anonymous User Can you paste the screenshot onto the thread.  It will prove the offer was for real.

Can someone from NOW TV Team answer?  @Nadine-K   @Karl-F 

[SweetBlitz]

Last I heard it was being escalated, but nowt happened,

From: [email removed] <[email removed]> on behalf of NOW TV Help <[email removed]>
Sent: 07 October 2019 17:03
Subject: NOW TV Help - Case ID: 05794711 () [ ref:_00DG0BmYO._5004ItuQSO:ref ]

Ref: 05794711

Thanks for contacting NOW TV.

Hope you are doing good today.

With regards to your query, I have escalated the case to the concerned team and they will get back to you via an email at the earliest.

To contact us about this topic, reply to this email without changing the subject line.

Or, if you would prefer to use Live Chat visit our Help site selecting the same topic as before and once you’re on chat give us your reference number 05794711.

Thanks,

Ajay

The NOW TV Team

[SweetBlitz]

More of the nonsense.

Can someone from Now TV team reply?

---

From:  SweetBlitz
Sent: 07 October 2019 16:58
To: [email removed] <[email removed]>
Subject: Re: NOW TV Help - Case ID: 05794711 () [ ref:_00DG0BmYO._5004ItuQSO:ref ]

I did not miss the offer. The offer was not applied correctly.

Can you check with the sales and marketing team? They can confirm what I have said happened is possible.

Sent from BlueMail

On 7 Oct 2019, at 4:52 pm, SweetBlitz wrote:

It was free. It was definitely FREE, so you are incorrect writing never. Can someone check what happened on 3 October when I did following. 

I cancelled ENTERTAINMENT, and eventually was made an offer of £3.60/month but I turned it down. 

Then it made an offer of FREE CINEMA for three months. I accepted it and was then passes and vouchers said ok would be charged £4.80/month. 

Sent from BlueMail

On 7 Oct 2019, at 3:12 pm, NOW TV Help < [email removed]> wrote:

Hi Brian, Ref: 05794711 Thank you for contacting NOW TV. Apologies for the hassle caused.  With regards to your query, the offer that comes after cancelling the pass is to retain our customers.  The offer generated by system is never free. However, you missed the offer and the same offer cannot be generated on the code.  However, as informed we could help you with an offer for 4 months. You'll be charged £4.99 per month for 4 months.  Please note, the offer can be generated only once per account.  Please let us know if we could go ahead and generate the offer.  Awaiting your response.  To contact us about this topic, reply to this email without changing the subject line. Or, if you would prefer to use Live Chat visit our Help site selecting the same topic as before and once you’re on chat give us your reference number 05794711. Thanks, Nehal The NOW TV Team

 

ref:_00DG0BmYO._5004ItuQSO:ref