Now TV - Missed to cancel and was charged for ten months. How to get refund?

am.jovial

I had taken now tv dongle in 2019 to try out what it is but never really used it much. Due to some family emergency in my home country we had to move out of UK in early 2020. Due to  corona situations, we could not get back and we stayed out of UK since then and do not plan to return to UK. We could not even empty my rented flat and had to take help of my friends to get my flat cleared out in the middle of quarantine to save rent payments and bills.

Few days back, I saw one of my UK credit cards had some deductions and when I checked it was going on for about last 10 months. And all of them were from NOW TV. I was shocked to see this. I had never subscribed to the services like Cinema, Entertainment, Kids  and Boost etc. I never used them either. I even don't know where the dongle is.

Billing started from Aug 2020 for about 16 GBP / month and in recent months I see it is about 29 GBP/month. So, I have lost about 300 to 400 GBP !!

I have now cancelled membership online. I contacted NowTV customer care and they offered only last 3 months of refund.  

Please help me how to get the full refund? How could all those services be activated without my consent? How could the billing increase after few months? 

Thank you for your help. 

 

unforeseen

Did your 'friends' clear your flat in July or August by any chance? 

Neil_Jones

am.jovial said:

I had taken now tv dongle in 2019 to try out what it is but never really used it much. Due to some family emergency in my home country we had to move out of UK in early 2020. Due to  corona situations, we could not get back and we stayed out of UK since then and do not plan to return to UK. We could not even empty my rented flat and had to take help of my friends to get my flat cleared out in the middle of quarantine to save rent payments and bills.

Few days back, I saw one of my UK credit cards had some deductions and when I checked it was going on for about last 10 months. And all of them were from NOW TV. I was shocked to see this. I had never subscribed to the services like Cinema, Entertainment, Kids  and Boost etc. I never used them either. I even don't know where the dongle is.

Billing started from Aug 2020 for about 16 GBP / month and in recent months I see it is about 29 GBP/month. So, I have lost about 300 to 400 GBP !!

I have now cancelled membership online. I contacted NowTV customer care and they offered only last 3 months of refund.  

Please help me how to get the full refund? How could all those services be activated without my consent? How could the billing increase after few months? 

Thank you for your help. 

 

You don't need to be in the UK to monitor online statements or cancel Now TV or things like that...  You don't need the dongle to use Now TV.

So basically the crux of your complaint is its took you 10 months to notice a Now TV subscription has been going out. Did you leave your credit card in the flat when you had to move?  If the answer is yes and you sent "friends" to clear your flat... well there's your answer.  You are responsible for what happens on your card and you probably should always have it with you because then the situation of which you speak cannot occur.

am.jovial

Neil_Jones said:

am.jovial said:

I had taken now tv dongle in 2019 to try out what it is but never really used it much. Due to some family emergency in my home country we had to move out of UK in early 2020. Due to  corona situations, we could not get back and we stayed out of UK since then and do not plan to return to UK. We could not even empty my rented flat and had to take help of my friends to get my flat cleared out in the middle of quarantine to save rent payments and bills.

Few days back, I saw one of my UK credit cards had some deductions and when I checked it was going on for about last 10 months. And all of them were from NOW TV. I was shocked to see this. I had never subscribed to the services like Cinema, Entertainment, Kids  and Boost etc. I never used them either. I even don't know where the dongle is.

Billing started from Aug 2020 for about 16 GBP / month and in recent months I see it is about 29 GBP/month. So, I have lost about 300 to 400 GBP !!

I have now cancelled membership online. I contacted NowTV customer care and they offered only last 3 months of refund.  

Please help me how to get the full refund? How could all those services be activated without my consent? How could the billing increase after few months? 

Thank you for your help. 

 

You don't need to be in the UK to monitor online statements or cancel Now TV or things like that...  You don't need the dongle to use Now TV.

So basically the crux of your complaint is its took you 10 months to notice a Now TV subscription has been going out. Did you leave your credit card in the flat when you had to move?  If the answer is yes and you sent "friends" to clear your flat... well there's your answer.  You are responsible for what happens on your card and you probably should always have it with you because then the situation of which you speak cannot occur.

Thank you for the reply.
 I used to monitor statements but then there was no surprising charges for few months so stopped checking the statements of few cards (My wife and I have many cards in both UK and home country). 
I did not leave my credit card in the flat. 
May be I can ask for details of how, when and why those services were activated ?
Are there any dispute or complaint options like we have for tenancy issues ? 

Neil_Jones

am.jovial said:

Neil_Jones said:

am.jovial said:

I had taken now tv dongle in 2019 to try out what it is but never really used it much. Due to some family emergency in my home country we had to move out of UK in early 2020. Due to  corona situations, we could not get back and we stayed out of UK since then and do not plan to return to UK. We could not even empty my rented flat and had to take help of my friends to get my flat cleared out in the middle of quarantine to save rent payments and bills.

Few days back, I saw one of my UK credit cards had some deductions and when I checked it was going on for about last 10 months. And all of them were from NOW TV. I was shocked to see this. I had never subscribed to the services like Cinema, Entertainment, Kids  and Boost etc. I never used them either. I even don't know where the dongle is.

Billing started from Aug 2020 for about 16 GBP / month and in recent months I see it is about 29 GBP/month. So, I have lost about 300 to 400 GBP !!

I have now cancelled membership online. I contacted NowTV customer care and they offered only last 3 months of refund.  

Please help me how to get the full refund? How could all those services be activated without my consent? How could the billing increase after few months? 

Thank you for your help. 

 

You don't need to be in the UK to monitor online statements or cancel Now TV or things like that...  You don't need the dongle to use Now TV.

So basically the crux of your complaint is its took you 10 months to notice a Now TV subscription has been going out. Did you leave your credit card in the flat when you had to move?  If the answer is yes and you sent "friends" to clear your flat... well there's your answer.  You are responsible for what happens on your card and you probably should always have it with you because then the situation of which you speak cannot occur.

Thank you for the reply.
 I used to monitor statements but then there was no surprising charges for few months so stopped checking the statements of few cards (My wife and I have many cards in both UK and home country). 
I did not leave my credit card in the flat. 
May be I can ask for details of how, when and why those services were activated ?
Are there any dispute or complaint options like we have for tenancy issues ? 

So you didn't check the statements by your own admission and so you didn't notice the service had been set up. If you had checked said statements you could have contacted the card issuer after the first payment and say I've had a payment go out to Now TV for <whatever>, I don't recognise this, it may be fraud.

Re: dispute or complaints, well you can complain but since it took you 10 months to notice the payments going out in the first place, what exactly do you think you're going to get out of complaining aside from maybe feeling better?

I'd say take the three month refund offered, close the Now TV account and maybe monitor your account better in future by reading the statements.  Consider yourself fortunate you were offered any form of refund at all.

Bigphil1474

OP, is it possible that you set up an account with the dongle and got a free period with Now TV? Normally, if you take a free trial, they will automatically continue the service and charge you for it, unless you cancel.

am.jovial

Bigphil1474 said:

OP, is it possible that you set up an account with the dongle and got a free period with Now TV? Normally, if you take a free trial, they will automatically continue the service and charge you for it, unless you cancel.

It seems to be the case but then some other services were activated eventually and charges were increased. 

mjm3346

By using it you will at some point have agreed to the various T&Cs and almost certainly activated the services that were include with it - services that continue unless cancelled and the prices can fluctuate although it's mostly just rise.