Now TV Customer Service "Experience"

strocky

jon81uk said:

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

What are you basing that assumption on?

I  only asked for my GDPR details (not an account deletion) and I then received an email stating that they had Tried and failed to take another credit card payment followed by a further email asking for 30 days to erase my account In accordance with my wishes (this was after they initially blocked me accessing my account)

I stated several times to the CS that I hadn’t asked for an account erasure which they ignored, so we are where we are as stated above, they’ve charged me for a service and cut access before it was due to terminate as per their own contractual obligations 

jon81uk

strocky said:

jon81uk said:

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

What are you basing that assumption on?

I  only asked for my GDPR details (not an account deletion) and I then received an email stating that they had Tried and failed to take another credit card payment followed by a further email asking for 30 days to erase my account In accordance with my wishes (this was after they initially blocked me accessing my account)

I stated several times to the CS that I hadn’t asked for an account erasure which they ignored, so we are where we are as stated above, they’ve charged me for a service and cut access before it was due to terminate as per their own contractual obligations 

I expect therefore something wasn't clear about what GDPR request you were making.
You wanted a subject access request https://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/right-of-access/
They are providing a right to erasure https://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/right-to-erasure/

Sounds like something wasn't clear and they processed the wrong request.

Although I don't know what the subject access request would have solved for you anyway.

Logging into your account and clicking cancel my pass would have done a lot more good.

strocky

I was crystal clear as to my request and I notified them several times that I didn’t give permission or ask for account deletion so even if there was an initial confusion in the beginning unless the CS can’t comprehend simple requests then the confusion excuse is invalid
 

Also account deletion doesn’t absolve them of the actual request asked for
someone more cynical than me may ponder why they decided to erase my account off their own back

strocky

To bring the thread to a conclusion, recieved a cheque for a full refund today