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

[Anonymous User]

Duplicate

[Anonymous User]

FWIW when Amazon offer something free for 3 months they do it!

[Anonymous User]

I took screen shots but its still taken me nearly 2 hours today to get them to apply it and give me the refund. There is clearly a system issue. I was also told that the offer was for £4.80 per month but the screen shots clearly show it is not and  even if it were, under the unfair contract terms act 1977 they would need to make it clear to you the cost implication. I would suggest anyone who has this problem, raise it through the complaint process (but be aware its a rubbish process and I ended up being transferred and transferred and transferred)and also take up with the regulator and always take screen prints. I've now taken screen shots of all of the chat today - 4 separate agents and nearly 2 hours but got there, hopefully. I'm not happy with the process and may complain to the regulator that there is no accountable record and no proper process to complain and get resolved. 

[SweetBlitz]

I've now taken screen shots of all of the chat today - 4 separate agents and nearly 2 hours but got there, hopefully. I'm not happy with the process and may complain to the regulator that there is no accountable record and no proper process to complain and get resolved. 

@Anonymous User I have to admit I admire your persistence.  I gave up.  And am still waiting for a reply 3 months later.

Will someone from NOW TV team respond?

[SweetBlitz]

I would suggest anyone who has this problem, raise it through the complaint process and also take up with the regulator and always take screen prints.

@Anonymous User great advice, if only I had a time machine 😉  But for anyone who does get any sort of offer, then do this when you accept it.  Once bitten, twice shy. 

[Anonymous User]

Probably never get an answer on this.  Now TV simply avoiding the issue.

[Anonymous User]

The special offer just for me doesn’t work either. No answer from Now TV. Been over a week now. Still the same.

https://community.nowtv.com/t5/Offers-Vouchers/Special-Offer-Just-for-Me-not-working/m-p/516547#M508...

[Anonymous User]

Sorry - changed subject back.

[Anonymous User]

This is not accurate. They clearly have an issue with what they offered on their system but as you accepted the offer of free for 3 months, that should be applied. 

[Anonymous User]

I tried to the other day to prove it to the chat team, but it doesn't let me. The only way I could prove it was via email

[Anonymous User]

Here is an email of a person  I sent the  proof to called Daniel -[email removed] although Daniel tried to tell me it wasn't free. It was only when I spoke to Laisham did it finally get resolved (thank you Laisham) The other 4 did not resolve. So maybe its worth raising through to Daniel and ask for it to be escalated. I sent the proof through to them. Hope that helps you guys get this resolved

[daisy123]

Why’s it disappeared 

[Anonymous User]

Duplicate

[SweetBlitz]

Three months later...

On 17 Jan 2020, at 9:50 pm, NOW TV Help < [email removed]> wrote:

Hi Brain,

Ref: 05794711

Thanks for your patience. 

I have checked all the previous emails and see that you are not happy with the resolution. We did offer you a four months offer where in you would be paying £4.99 a month for four months. However you have turned it down. 

I am escalating this issue further to a specialised team who will help you further and get back to you via email. 

Your patience is appreciated while the team replies.

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,

The NOW TV Team

[SweetBlitz]

I would say that over 3 months was enough time to respond.

What I find unacceptable is that I have been told there are NEVER free offers when quite clearly a number of people including myself have received them.

Also why would I accept an offer of £4.99/month? After I accepted the free offer, it was showing as £4.80/month. Why would I pay 19p more?

[starman73]

Did you ever resolve this?

[SweetBlitz · Accepted solution]

Funnily enough I got this today, so in the end I got the three months free...

Hi Brian,

Ref: 05794711

Thank you for your patience in allowing us to get back to you, and please accept my apologies for the delay in response. 

I can see from previous correspondence that you had contacted in regarding an offer that you were unable to claim. Whilst we have not been able to verify the offer, due to the time it has taken to resolve this I would like to offer to provide you with a 3 month voucher code to avail of The Sky Cinema Pass for free as a gesture of goodwill. 

Please let me know if you are happy to accept this as resolution to your complaint and I will supply the voucher on return. 

Kind Regards

[Anonymous User]

There is definitely something wrong with their system.

Last month, I cancelled a pass and was offered a 3 month free Entertainment pass as one of my offers, as others have reported above. I accepted the offer and it was due to start after an existing pass ended this month. However, when I logged in earlier this month I noticed there was a payment due of £4.80 per month for that service, not the 3 months free that I accepted, so I cancelled the Entertainment pass.

After cancellation, the system offered me a free 3 month trial of Sky Cinema. This was due to start on 26/4 after an existing pass had finished. However, I noticed today the offer has again been changed to £4.80 per month, due to start tomorrow. This was not the offer I signed up for and I therefore cancelled, as I am not paying £4.80 per month for a service when I was offered it for free.

This has happened twice on the same account two months running - there is clearly something wrong with the system where it is offering a 3 month trial (of both Entertainment and then Cinema) and then changing the offer later to £4.80 per month, without any notification. It is only luck that I noticed that you were going to bill me for free months.

This is clearly unacceptable. Please can NowTV kindly re-issue the 3 month free cinema and entertainment offers to my account. For the Entertainment offer unfortunately I did not take a screen shot, as I originally trusted NowTV as a brand and therefore had no reason to need evidence of an offer your system had offered me. For the Cinema pass, based on my previous experience, I have a clear print out of the offer I accepted.

Please can someone from NowTV contact me directly?

Many thanks

[SweetBlitz]

@Anonymous User  Can you paste up the screenshot? Will prove we aren’t all liars.

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.

[Anonymous User]

@SweetBlitz Happened to me too. I have a screenshot but it says "You do not have permission to upload images" is this the same for everyone or just because I'm new to the community?

[SweetBlitz]

@Anonymous User  you should be able to upload images. I did on earlier posts.