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.
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
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.
@SA12 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?
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
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.
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
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?
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.
@SA12 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.