Query Regarding NowTV Auto Renew

SSimpson91

Hi All,

I'm looking for some help regarding an issue with NowTV.

So on the 29th December, i decided to use a voucher from Adidas for a Sky Sports Mobile pass (which is not worth it btw, but that's not the point of this post). This was all done on the mobile app.

Now, the mobile app does not appear to have the facility to cancel these passes. In fact, when I went onto a PC to cancel, I had to travel through the "Cancellation Journey".

Now, I recently received a new bank card, and I had created this NowTV account some time ago and it held my previous card details. So, I assumed that, should they attempt to take payment, it would fail.

So, as expected, on 30/01/2020, I received the expected "Payment Failed" email.

However, upon checking my bank account this morning, I noticed a sneaky little payment taken by none other than NowTV. They have claimed that my bank automatically updated my payment details.

Full transcript of the live chat is as follows:
Sheba (2/3/2020, 3:27:36 PM): Thanks for contacting NOW TV, you are talking to Sheba. How can I help?
null (2/3/2020, 3:28:27 PM): Hi, I have had £5.99 taken from my bank account for a service that i have not used. I removed my payment details as there was no option to cancel passes on the mobile app
Sheba (2/3/2020, 3:28:38 PM): Hello good afternoon to you:)
Sheba (2/3/2020, 3:29:19 PM): Let me check and figure out the issue as you have been charged. I will certainly try my best to help you.
null (2/3/2020, 3:29:37 PM): I even have an email saying payment had failed. How did you manage to to get my new card details?
Sheba (2/3/2020, 3:30:21 PM): I will check the email.
Sheba (2/3/2020, 3:30:23 PM): Can you confirm your full name and email address?
null (2/3/2020, 3:30:32 PM): my name
null (2/3/2020, 3:30:41 PM): my email
Sheba (2/3/2020, 3:30:52 PM): Perfect!
Sheba (2/3/2020, 3:30:57 PM): Hello Stephen:)
Sheba (2/3/2020, 3:31:57 PM): Stephen, I've checked your account registered with your email address
null (2/3/2020, 3:32uk:38 PM): Yes, i was sent an email last thursday saying payment had failed
null (2/3/2020, 3:32:42 PM): as i expected
null (2/3/2020, 3:32:56 PM): as there doesnt seem to be an option to cancel passes on mobile
Sheba (2/3/2020, 3:33:31 PM): I can see Sky Sports Mobile Month Pass was purchased on 29/12/2019 12:21
null (2/3/2020, 3:33:45 PM): yes, using a voucher from adidas
Sheba (2/3/2020, 3:34:58 PM): As all our NOW TV passes are on auto renew basis and your pass was not cancelled hence you have been charged.
null (2/3/2020, 3:35:16 PM): you did not have my payment details
Sheba (2/3/2020, 3:35:39 PM): I can see payment details are registered on your account.
null (2/3/2020, 3:35:40 PM): there is now payment details for my new card which i never submitted
null (2/3/2020, 3:35:56 PM): where did you acquire these payment details?
Sheba (2/3/2020, 3:36:52 PM): I understand you have been charged but we are not authorised to updated any card details on your behalf.
null (2/3/2020, 3:37:13 PM): when were my payment records updated?
Sheba (2/3/2020, 3:37:22 PM): I will not be able to confirm this.
null (2/3/2020, 3:37:30 PM): this is outrageous
null (2/3/2020, 3:38:00 PM): when was the last time, prior to today, that i logged into my account?
Sheba (2/3/2020, 3:38:44 PM): I would like to inform you that NOW TV services are based on auto renewal services so that the viewing is not interrupted but at the same time we have a no contract dip in and dip out service. You need to cancel the pass if not used. You always can check any upcoming payments by logging in to "My account" Section where you can see the dates the pass will renew.
null (2/3/2020, 3:39:05 PM): you have not answered my question
null (2/3/2020, 3:39:20 PM): When was the last time i logged into my account prior to today?
Sheba (2/3/2020, 3:40:13 PM): I can see the auto renew was cancelled on 03-02-2020 15:26:08 after you have been charged on 31/01/2020 12:26:12
null (2/3/2020, 3:40:29 PM): again, not answered my question
null (2/3/2020, 3:40:51 PM): Was there a login to my account between Thursday 30th january and today?
Sheba (2/3/2020, 3:41:17 PM): login for what?
null (2/3/2020, 3:41:23 PM): login to my account
null (2/3/2020, 3:41:55 PM): you cannot "auto renew" without payment details
Sheba (2/3/2020, 3:42:53 PM): I can see that there is an Android Phone registered on your account. I see that you were last logged in on 11-Jan-2020 17:39
null (2/3/2020, 3:43:24 PM): so how were my payment details updated after the email regard failed payment on 30th january?
Sheba (2/3/2020, 3:45:05 PM): I appreciate your patience.
Sheba (2/3/2020, 3:45:30 PM): Stephen, once your card expires your bank automatically updates your new card details.
null (2/3/2020, 3:46:12 PM): card payments require authorisation, including the 3 digit security code. how has this been accessed?
Sheba (2/3/2020, 3:46:19 PM): That's right.
Sheba (2/3/2020, 3:46:36 PM): Stephen, this was done by your bank.
null (2/3/2020, 3:47:46 PM): I'll be contacting the citizens advice bureau regarding this. This is a breach of my data
Sheba (2/3/2020, 3:52:13 PM): I apologise for any inconvenience caused but I would suggest you contact your bank. I am sure you bank will be able to help you.
Sheba (2/3/2020, 3:52:32 PM): On which date you received an email from NOW TV regarding the payment?
null (2/3/2020, 3:52:40 PM): 30th January
Sheba (2/3/2020, 3:52:46 PM): I will check the email.
Sheba (2/3/2020, 3:54:15 PM): Thank you for your patience.
Sheba (2/3/2020, 3:54:31 PM): I've checked the email dated 30/01/2020 regarding your payment.
Sheba (2/3/2020, 3:55:14 PM): Stephen, your card details have been automatically updated on 30/01/2020
null (2/3/2020, 3:55:41 PM): without my consent
Sheba (2/3/2020, 3:55:47 PM): Remember NOW TV is a dip in and dip out service. We would love to see you re-join NOW TV in future.
Here is the link: useless link about renewing

Here is the list of supported devices to watch NOW TV another useless link]
null (2/3/2020, 3:56:10 PM): can you confirm whether or not you are able to cancel passes using the mobile app?
Sheba (2/3/2020, 3:56:15 PM): I believe that you might have tried to cancel the pass however we suggest to use PC or a Mac with a browser and complete the journey to make sure the pass is cancelled.



Can anyone advise if this is at all legal?
Can your bank update card details?

This all seems very dodgy to me, and I'm hoping someone with a bit more knowledge on these types of issues can advise.

DoaM

A new card on the same bank account means any Continuous Payment Authorities migrate over ... a new card doesn't cancel a CPA.

You can instruct your bank to cancel a CPA listed against your account.

DCFC79

There is no "Cancellation Journey", you choose to cancel the pass, click a few buttons and jobs done, takes a matter of minutes to do.

born_again

Visa Account Updater.
NowTv run this weekly. Any card details no longer valid are updated.

If you are not planning on using them again, then as above contact the bank to stop any further debits. If you may use them again then do not. As it causes issues on payments, unless it is removed first.

If they do take any further payments now you have cancelled contact the bank to get them back.

A couple of points.

card payments require authorisation, including the 3 digit security code. how has this been accessed?

A CPA does not require the CVV (3 digit code) they also do not require authorisation by the bank.
card payments require authorisation, including the 3 digit security code. how has this been accessed?

once your card expires your bank automatically updates your new card details.

To Visa. Then NowTv request them from Visa.

'll be contacting the citizens advice bureau regarding this. This is a breach of my data

Sorry but it is not. CA will tell you to go to your bank to get the money back. Your bank will tell you that as it was not cancelled they can not assist. They can only claim money back after it is cancelled.

but I would suggest you contact your bank. I am sure you bank will be able to help you.

See above.

It is always great to see staff from these companies blame the bank for something they have done. I guess it is a case of the phone people have no idea of the background accounts system used by NowTv

SSimpson91

Thanks for the reply.

Any idea on my chances of getting a refund for services not used?

SSimpson91

@DCFC79

I was merely quoting NowTV themselves.

The whole process is rather convoluted.

Whatever happened to a quick "Are you sure?" Then it's cancelled?

Carrot007

SSimpson91 wrote: »

Thanks for the reply.

Any idea on my chances of getting a refund for services not used?

Ask them (now), but i would say slim to zero. Depends on who you talk to though! And if you had a valid reason for not clicking cancel 30 days before renewl (yes you can do it 30 days in advance, any earlier then you only get 30 days when you cancel if the sub was for longer).

born_again

SSimpson91 wrote: »

Thanks for the reply.

Any idea on my chances of getting a refund for services not used?

No problem.

Well that is down to Now Tv, sadly it's not about not using as a reason for a refund. As unless you hit someone in a good mood who is prepared to do a goodwill refund at the bank they have no right to claim the money back.

I will say you are not alone with NowTv.

DCFC79

SSimpson91 wrote: »

Thanks for the reply.

Any idea on my chances of getting a refund for services not used?

As for a refund, who knows but why not ask.
You might just have to let this 1 go.

olgadapolga

SSimpson91 wrote: »

Thanks for the reply.

Any idea on my chances of getting a refund for services not used?

IME, they will issue a refund. I just went via their "chat" facility and the rep I was communicating agreed to a refund (on the basis that I believed that I had cancelled it - I did actually believe that I'd cancelled it, at the time I didn't realise just how many times you need to click the "cancel" button - and therefore had not used the service).

Worth a try?

DCFC79

SSimpson91 wrote: »

@DCFC79

I was merely quoting NowTV themselves.

The whole process is rather convoluted.

Whatever happened to a quick "Are you sure?" Then it's cancelled?

I disagree it isn't rather convoluted.