My account has been wiped

[Riam]

Hi all,

I've just gone into my account to amend my membership and payment options. Noticed that my account has no history anymore! It doesn't even have the packages i'm subscribed to originally. It's giving me the option to subscribe to packages as if i'm a new user. 

The billing section has also been wiped with no trace of previous payments at all, and i've been a member since 2018! 

Trying to reach out to customer support but i'm hitting the bot wall. I'm so furious i just want to cancel everything now. Please advise!

[RoyB]

@Riam 

The following link leads you to direct contact with Now Live Chat (via a tiny green circle with a v in it, so keep your eyes peeled for that when you have made your initial choices):-

https://help.nowtv.com/article/how-to-contact-now

Avoid ‘Get Help Quicker’ there; it’s just the Nowbot again which, while it means well, doesn’t know its own limitations - it’s OK for finding things in the Help, but that’s about it - and it won’t help you once you get to this stage.

[Riam]

Thanks Roy! I got in touch with a live agent. They kept saying i have another gmail account (which i don't). I told them there's a sort of a bifurcation which took place when i cancelled my broadband membership. 

At the time, my account appeared as if it were reset. All information pertaining to NOW TV disappeared, including payments/bills/packages i'm subbed to. Instead, the account looks like it has never been used.

They kept insisting i have another gmail with NOW TV (one letter is different) - i'm sure the NOW Broadband people messed up. No help at all fixing the mess. 

All i can do now is block NOW TV payments on my credit card - and delete the account. Shame after all those years spent. 

[RoyB]

@Riam 

You can perhaps try checking Now’s assertion for yourself, if this extra account has been set up with the same card, or with another of your cards:-

https://help.nowtv.com/article/find-an-account

If you haven’t already tried this, that is,