Missing vouchers from my account

[Anonymous User]

I have recently checked my account and have missing sports passes from my stored vouchers, used the chat to advisor button, waste of time, am livid that this can happen and they have no record of my vouchers. Do I have to email to get this resolved. Cannot believe that they have no record on their system. Who keeps voucher codes once applied to their account???

[gavs82008]

@Anonymous User 

Do you have emails of your voucher codes?

Was this the page you saw for live chat? Did you click “chat online” within the green box?

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

You can send an email to customer support if you don’t want to deal with live chat. Address is in the below picture.

 

[Anonymous User]

Once the voucher is applied I do not keep any copies once they have appeared on my account , as far as I am concerned it then becomes now tv’s problem, it’s their system it’s missing on their system, but thanks for the email address

[gavs82008]

@Anonymous User 

Not a problem. To be honest I would do exactly the same as you so you definitely aren’t alone there! 

Fingers crossed that you can get it sorted.

[schnapps]

Hi @Anonymous User 

You are not alone on this matter.

Have a read of this linked thread below.

https://community.nowtv.com/t5/Offers-Vouchers/Sky-sports-day-pass-disappeared-again/m-p/555423#M8893 

[Anonymous User]

Does seem to be an ongoing issue with them

[SweetBlitz]

I keep screenshots, but it doesn’t necessarily help...

Ref: 08948241

Hi SweetBlitz,

Thanks for getting back to us  

  
The voucher code NoW?£@%$$?  is still showing active on your account and not been use yet and there is no other voucher code for Sky Sports Day Pass on your account. 

If you have any trouble applying this voucher code please do let us know we would help you with another voucher code and cancelled your previous one.

Awaiting your response.

Reply to this email without changing the subject line, and we’ll get back to you as soon as possible.  

Looking forward to hearing from you,  

The NOW TV Team

Hi

I know that.  I was given that code in August. This is a different issue.

The screen shots I sent concerned another sports day pass that was in my saved voucher area. https://www.nowtv.com/gb/account/passes/my-vouchers

It was there on 24 Feb 2021 but has now disappeared.  See the two attached files.

Regards

SweetBlitz 

[SweetBlitz]

Applied one in January but not in February nor March.  So where did it go?

[SweetBlitz]

Do you have emails of your voucher codes?

No.  These vouchers are from Now TV sticks when they are activated.  The only proof I have is the screen shot.

Maybe someone from Now TV can advise like @Simon-J 

[Anonymous User]

You’ve got to love them asking you to prove things from months ago, once on your account it should be on their system, who keeps codes once applied to the account.

[ukbobboy]

@Anonymous User  & The Gang

You said, "Who keeps codes once applied to the account."

Well, as a long time user of Now TV's facilities, I do.  You see, I've had a voucher vanish on me in the past and since then I have kept a screen print and note of every pass I've applied and used.

Passes, for me, are money and as such are a scarce resource, a resource I cannot afford to loose.

UK Bob

[SweetBlitz]

I have plenty of screen shots, but they aren't much use when the person you chat to doesn't have a clue about the saved vouchers.

I have replied to email Now TV sent me but the amount of time and effort for a sports day pass has got to the point where it just isn't worth chasing.

Maybe that's the plan.  Get people to buy sticks with vouchers and just quietly get rid of them before they can use them.

[Anonymous User]

You are correct passes are money, this is the first time it has happened to me and I will be keeping screen shots from now on, but you expect such a big company with vast resources to do better than this, some people have kept screen shots and this only helps when emailing the company 

[ukbobboy]

@Anonymous User 

You know Syd

I can sympathise with your position when you said "You expect such a big company with vast resources to do better than this".

You are right, to a certain extent, but you should bear the following in the uppermost part of your mind, they are there to protect their money, not yours. Once you have that firmly in mind you will never make that mistake again with this or any other company you may go on to deal with.

UK Bob

[SweetBlitz]

FAO @Simon-J  - This is not the first chat I had, but I think it will be the last...

Chat started at 3:22 PM

Thanks for contacting NOW TV, you are talking to NOWTV. How can I help?

-- NOWTV

Hi NOWTV

-- NOWTV

Hello!

Good afternoon.

How may I help you today?

-- SweetBlitz

ref 08948241

my sky sports day pass was removed

I would like a replacement

Personal details

Name

Mobile number

Email

-- NOWTV

I will certainly help you with regards to the Sky Sports Day Pass removed and try my best that to sorted your query before you leave the chat.

Can you confirm your full name and email address registered on the account?

-- SweetBlitz

i just did

-- NOWTV

I'm sorry.

My bad.

-- SweetBlitz

Personal details

Name

Mobile number

Email

-- NOWTV

Thank you so much for confirming the details.

-- SweetBlitz

on 24 feb pass was on https://www.nowtv.com/gb/account/passes/my-vouchers

today it is not

i already have this voucher - from chat dated 9th August 2021.

Kamla (9/8/2020, 12:40:42 PM): Here is the voucher code for Sky Sports Day Pass : [voucher code removed]

This is NOT the voucher I am referring to.

3:27 PM

it is the one that was on https://www.nowtv.com/gb/account/passes/my-vouchers on 24 feb, but has now disappeared.  A different voucher.  I don't know the code, but I did send two screenshots

two*

3:28 PM

-- NOWTV

https://www.nowtv.com/gb/checkout/summary please refer this link you will be able to add a voucher option where you can apply the voucher code NOWZZZZZZZZ

-- SweetBlitz

Didn't I just write that I had that voucher?

i already have this voucher - from chat dated 9th August 2021.

Kamla (9/8/2020, 12:40:42 PM): Here is the voucher code for Sky Sports Day Pass : [voucher code removed]

I am not chatting about that voucher.  I am chatting about the one that was removed from  https://www.nowtv.com/gb/account/passes/my-vouchers

it was there on 24 feb but not there now

I sent email with two screenshots

All I want is a replacement sky sports day pass that isn't the one I was given in August for a different issue.

https://community.nowtv.com/t5/Offers-Vouchers/Missing-vouchers-from-my-account/m-p/555761#M8918

I have put all the information on the forum

There is a fault with the Now TV systems removing my sports day pass, so I would like another. Please.

hello????

-- NOWTV

3:36 PM

Having checked your account I do not see any active passes on the account.

-- SweetBlitz

3:37 PM

you wouldn't - there aren't any active

I have 3 vouchers in https://www.nowtv.com/gb/account/passes/my-vouchers

I did have 4 - but the sports day pass was removed by Now TV

https://www.nowtv.com/gb/account/passes/voucher/SPORTS_SUBSCRIPTION_MONTH/NOWXXXXXXXXXXX

https://www.nowtv.com/gb/account/passes/voucher/SPORTS_SUBSCRIPTION_MONTH/NOWXXXXXXXXXXX

https://www.nowtv.com/gb/account/passes/voucher/SPORTS_SUBSCRIPTION_MONTH/NOWXXXXXXXXXXX

the other one was removed

-- NOWTV

3:40 PM

Also I see that you have cancelled the Sky Sports Day Pass on 16/01/2021 12:10

Hardware

-- SweetBlitz

sorry?  I did not cancel anything

How can I cancel a day pass?

-- NOWTV

We do not have an option to remove the passes from the account.

-- SweetBlitz

well it happened!

I sent a screen shot with the pass there on 24 feb

Also I see that you have cancelled the NOW TV Boost Pass on    20-01-2021 11:19:07 and also Sky Cinema Pass on 08-02-2021 23:35:07

I did not renew my sky spotrts month pass, but I don't see how that is relevant

-- NOWTV

There are no active passes in the account as the passes were cancelled .

-- SweetBlitz

I know that

there was a day pass in https://www.nowtv.com/gb/account/passes/my-vouchers on 24 feb

I sent now tv the screen shot that proves it

We do not have an option to add the Sky Sports Day Pass on your account.

can you check the email I sent

the day pass was there on 24 feb

all i want is a replacement day pass

can you give me one?

-- NOWTV

However we have an offer on Sky Sports Month Pass for £25 per month for 3 months.

You will get access to 11 channels on Sky Sports Month Pass.

I'm sorry we do not have an option for replacement on Sky Sports Day Pass.

-- SweetBlitz

Why would I want that offer? I have three vouchers in https://www.nowtv.com/gb/account/passes/my-vouchers

NOW TV REMOVED MY PASS - I SENT THE SCREEN SHOT FROM 24 FEB - WILL YOU LOOK AT IT!!!

-- NOWTV

Could you please help me with the voucher code that you received?

-- SweetBlitz

ARRRGH!!!   I can't - It was on https://www.nowtv.com/gb/account/passes/my-vouchers and NOW TV removed it at some point after 24 FEB

IS this some sort of stalling tactic?

did you get my emails with the screen shots?

3:51 PM

hello????

-- NOWTV

3:52 PM

I understand that you had this offer before .

Unfortunately we do not have an option for a replacement or adding the Sky Sports Day Pass.

-- SweetBlitz

I don't think you do understand - Have you looked at the email I sent with the two screen shots?

3:57 PM

you have to look at it to understand the problem

on 24 feb - Sky Sports Day Pass on screen

can you see that?

on 4 mar - it is not there.

I didn't activate it - so where has it gone?

4:00 PM

I have spent 40 minutes on this - I have sent in screen shots in emails - i have proven beyond all reasonable doubt Now TV removed the day pass - ALL I WANT IS A REPLACEMENT

and not the pass that i was given back in August

hello?

4:02 PM

I give up!

NOWTV

Also I see that you have two active voucher codes on your account.

I'll help you with the voucher codes of the same so that you can avail the same.

These codes are on Sky Sports Month Pass which for 6 months.

SweetBlitz

sorry?

NOWTV

NOWXXXXXXXXXXX

NOWXXXXXXXXXXX

SweetBlitz

You gotta be kidding me

these vouchers are on https://www.nowtv.com/gb/account/passes/my-vouchers

I have paid for them!

4:07 PM

I pasted them earlier in the chat

I give up!!!

NOWTV

I'm sorry we do not have option for a replacement of Sky Sports Day Pass.

SweetBlitz

no but there was a pass in https://www.nowtv.com/gb/account/passes/my-vouchers that NOW TV removed - you have that option

NOWTV

4:14 PM

We do not have an option to remove the Sky Sports Day Pass from customer's account. Or we do not have an option for a replacement for the Sky Sports Day Pass as the pass has to be purchased from customer's end.

SweetBlitz

I did purchase it - Now TV removed it

NOWTV

We do not have an option to purchase a pass or add a pass or a replacement or to remove the pass from the account.

SweetBlitz

NOW TV DID REMOVE THE PASS FROM MY ACCOUNT

LOOK AT THE SCREEN SHOTS!!!

NOWTV

4:16 PM

We do not have an option to remove the Sky Sports Day Pass from customer's account.

SweetBlitz

yes NOW TV do, because that is exactly what happened

https://community.nowtv.com/t5/Offers-Vouchers/Missing-vouchers-from-my-account/m-p/555791#M8920

NOWTV

We do not have any option to remove the pass from your account.

SweetBlitz

Now TV did remove passes. I sent the screen shots that prove it - have you looked at them?

4:22 PM

you wrote "I will certainly help you with regards to the Sky Sports Day Pass removed and try my best that to sorted your query before you leave the chat."

that hasn't happened - an hour of our lives wasted

[SweetBlitz]

NOWTV

4:14 PM

We do not have an option to remove the Sky Sports Day Pass from customer's account. 

@Simon-J 

The pass wass there on 24 Feb.

It is not there on 4 Mar,

I did not use the pass.

[Anonymous User]

13 Sports Day Passes have disappeared from my account.

IT's impossible to get customer service to understand.

Someone at NOWTV should be able to look at what passes were on the account & how they have disappeared.

I AM NOT THE ONLY CASE ON THIS COMMUNITY
PLEASE HELP!!!!

[SweetBlitz]

The thing is that 

I PAID FOR THIS DAY PASS!!!

It was not a free one, it was on a stick with a Cinema or Entertainment pass and now it's gone.

I didn't apply it because up until fairly recently I was using monthly sports passes and I was saving it for something like last day of football season.

I have tried chat, I have sent in screen shots, I have copied in Customer services.  What other options are there?

[Anonymous User]

I’m having exactly the same issue 2 passes vanished from my account, very exhausting online chat with some one who kept telling me they weren’t there and were never there. I didn’t have screen shots because, well I didn’t expect to need them. They cut off my chat then emailed me asking for proof of purchase!? They were from sticks I was bought as Christmas presents!

[kwar20021]

Same issue.

If yo set up a new smart stick the one with 3 passes on 1 month cinema, 1 month entertainment and a day sports,

the DAY sports is not added to your account.

[Anonymous User · Accepted solution]

Respond to the email and explain your situation, that they were gifts and as such you do not have receipts