Now TV Customer Service "Experience"

strocky

Just a heads up regarding my customer service experience with NowTV

Generated £37.50 worth of credit via Tesco Clubcard Boost & spent approx £36.99 on a 30 Day Sky Sports Pack + HD Boost on 9th Aug

NowTV took a credit card payment of £34.99 on 9th Sep (without my authorisation) for a further 30 days contract

When I contacted them on the 13th they stated that you had to opt out of autorenewal (pointed out I had used credit rather than credit card)

Asked if they where willing to refund (partial or full) and was told point blank NO (I only became aware that I had been charged when one of my kids told me that the app was still working on their tablet)

Asked them for the data they held on me via GDPR

This resulted in an email from NowTV stating "Since we last contacted you, we tried to take payment for your Sky Sports Month Pass again. Unfortunately, the payment still hasn’t gone through, so your Pass has now been cancelled."

They then immediately sent another email stating "Thank you for your response towards NOW TV and letting us know you wanted to delete the NOW TV account. We apologise for the previous email. Regarding your concern, as you have requested to delete the account, I have cancelled the Sky Sports Month Pass + HD Boost Month Pass instantly on your account, remove your card details, Opt you out from Marketing emails and profiling preference so that you will not receive any offer related emails. 
Thank you for your erasure request, which I will now pass to our specialist team to process. You will receive an acknowledgement from this team, and they will consider how we can best respond to your request. You’ll receive a response within 1 month of the date on which you made your request, in line with the timeframe set out by law."

I did not ask for account erasure, when I tried to post on the NowTV community yesterday my access was blocked (the login page just looped)

I did have someone from NOW Broadband phone me (via NowTV Twitter CS) who basically said I don't really know why I've to contact you but I'll pass your request on)

After looking at trustpilot and other forums it would appear I'm not alone in enjoying this stellar CS from NowTV

strocky

So to summarise my NOW TV experience

Charged my Credit Card without authorisation (initial contract was generated via Tesco Clubcard Boost Credit)

Refusal to refund (partial or full)

Advertise No contract when reality is 30 day rolling contract by default

No notification that I had entered into another 30 day contract

Refusal to engage directly with my GDPR request

Tried to authorise another Credit Card payment on the 14th Sep

Generated an account erasure procedure without my authorisation (despite claiming I did)

Blocked access to both the community forum and my account despite taking payment on the 9th Sep for a further 30 days contract)

Ignored my previous email re account erasure & GDPR request and keep closing the complaint (which they have now split into two different case numbers, the second of which I can't reply to via email)

Browntoa

All passes automatically renew unless you cancel them , it's in their terms and conditions when you sign up.

You apply the pass and then cancel straight away , you get your month anyway until expiry date. You then don't get charged.

Your fault for not reading the terms and conditions and then not cancelling I'm afraid

strocky

I used credit to generate pass not my credit card

They took a subsequent credit card payment without authorisation or notification

They have now blocked my account access to my payment and bills

There is no mention of recurring payment on my email receipt first order

There is no subsequent email receipt on the 2nd "order"

If I don't get even a partial refund so be it, hopefully other people will see how they operate as listed above

I did cancel the minute I was aware they had taken another 30 days

DoaM

If you used a credit pass, how did they even have your credit card to charge against? Is it a sign-up requirement to register a card?

tempus_fugit

Whenever I have taken a month pass from NowTV it has always said ´the next payment will be taken on xx/xx/xxxx date unless you cancel before then’, so I’m not sure what you wouldn’t have also had this. You also must have given them credit card details, hence why the card was charged. I don’t see that they have acted wrongly, pretty much all monthly subscriptions these days auto-renew until they are cancelled.

strocky

DoaM said:

If you used a credit pass, how did they even have your credit card to charge against? Is it a sign-up requirement to register a card?

From a previous free trial circa a year ago

They state they require this even on a free trial to validate that you are over 18 and a UK citizen

strocky

tempus_fugit said:

Whenever I have taken a month pass from NowTV it has always said ´the next payment will be taken on xx/xx/xxxx date unless you cancel before then’, so I’m not sure what you wouldn’t have also had this. You also must have given them credit card details, hence why the card was charged. I don’t see that they have acted wrongly, pretty much all monthly subscriptions these days auto-renew until they are cancelled.

I received no such email and didn't even get a receipt or notification for "renewing" when they took the 2nd month out

I've used several other digital services over the years and alway ensure I cancel before it auto renews (just did this with Xbox Ultimate which clearly states at all stages of the order and confirmation email that it auto renews and what you will be charged if you don't cancel)

On this ocassion because I'd paid with credit I "wrongly" assumed that it would expire at the end of the 30 day period

I contacted them the minute I was made aware (4 days into the new contract - I've watched no content) and asked for a partial refund, whats transpired is written above

jon81uk

When I log into Now TV and look at the passes screen it clearly states when the next payment will be taken.

strocky

Well to draw this to a conclusion (from Now TV not me) they’ve deleted my account (despite me repeatedly stating that I didn’t ask for this) and I no longer have access to my account or streaming service (which I didn’t use but have been charged for) which had 10 days left

so in summary they take your money, give you the runaround, ignore your request, decide to cancel your account of their own volition and deny you 10 days of a service that they’ve charged you for

jon81uk

You must have said something that implied you wanted your account deleted. 

But they had not initially done anyhting wrong, it is clear that passes auto-renew
"Month Passes auto-renew at the standard price unless cancelled, and you can cancel at any time." from https://secure.tesco.com/clubcard/now-tv/UK-009896.prd