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Anonymous User
Not applicable

Being charged for free pass

When I cancelled a movies pass, I was offered three months of entertainment for free, which I accepted. Now this pass has started, I'm actually being charged £3.60 a month for this.

 

I've tried getting in contact, but can't find any way to get help; live chat isn't available due to covid, but there are no email/phone options either. 

 

How can I get the offer I accepted, or the "free" pass refunded?

1 ACCEPTED SOLUTION
Anonymous User
Not applicable

In the end, I got a reply from Now TV (the complaint form worked faster than the FAQ query), after providing a screenshot of the offer, the pass being charged for was cancelled and a new, actually free pass was added to my account.

View solution in original post

4 REPLIES 4
Saint1976
Elite 3

@Anonymous User there's already a thread going (it's been going for quite a while) with a chorus of people complaining of the same. You might find some answers in that thread.

 

https://community.nowtv.com/t5/Offers-Vouchers/3-months-of-Sky-Cinema-FREE-NOT/td-p/509018

 

Make sure you get a screen shot of the offer so you have proof to claim any refund or have the offer applied properly.

Anonymous User
Not applicable

@Saint1976 - thanks for this, it's not looking good that NowTV are basically calling anyone who has this issue a liar!

 

@Anonymous User - I've found the complaint form and filled it in thanks. I've also found an FAQ for being incorrectly charged for passes, I've filled that in as well. Hopefully they'll respond to one of them.

 

If anyone else has this issue, here's the complaint form:

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

 

and here's the link from the FAQ:

https://account.nowtv.com/payments/query/

 

 

Anonymous User
Not applicable

Careful, I wasted time being trolled trying to find out about contacting customer services by Saint1967.

I managed after travelling through a maze of suggestions and links on the website to find a complaint form and filled it in. Sorry it’s too complicated to remember exactly how and I can’t generate a link. Type complain in the search on the help page.

This may function too but don’t know:

customerservices at nowtv.com, put the @ sign in instead of the spaces and ‘at’.

The very best of luck.

Anonymous User
Not applicable

In the end, I got a reply from Now TV (the complaint form worked faster than the FAQ query), after providing a screenshot of the offer, the pass being charged for was cancelled and a new, actually free pass was added to my account.