NowTV Broadband not refunding overpayment

kuepper

I was on a rolling monthly contract for broadband and inclusive calls with NowTV and before switching from them they confirmed in a phone call that I'd be refunded pro rata for any part of the month I'd paid for after the switch had happened. I switched last month just after they'd taken my monthly payment and when I phoned to ask about refund they confirmed it would be paid 'automatically'. I received nothing and phoned them again and was told payment would be made to me on 14th July. I again received nothing even though my Now account was showing a payment to me on 14th July. So I phoned them again and I was told I'd receive the refund within 3-5 business days. I have again received nothing. I've also submitted a complaint via their webform but that hasn't been acknowledged and you don't get a copy of it so I've no documentary evidence that I've ever complained. 

The NOWTV  website advises to contact "CISAS (Communications and Internet Services Adjudication Scheme), Centre for Effective Dispute Resolution if you aren't satisfied with the results after contacting NOW TV".

However to make a complaint to CISAS them about NowTV you have  to show you've exhausted Now's complaints procedure and have received a 'deadlock' letter which I can't do as I haven't had one nor any other documentary evidence of having made a complaint. I contacted CISAS about this and was told NOWTV was not registered with them so I couldn't complain to them anyway and they suggested I contact the Ombudsman service but Now aren't listed there either

Any advice on where to go from here?

Neil_Jones

Now is Sky in different colours, and CISAS is Skys ADR scheme.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/problems/adr-schemes

The deadlock thing isn't unique, that's what you have to do for all complaints of this type, exhaust the provider's options, get a deadlock letter and then go to the ombudsman.

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1 might be of interest, there is a postal address there you can write to.

kuepper

I told CISAS Now are owned by Sky but they still said Now is not part of their scheme. I don't see the point in wasting postage writing tbh when they haven't responded to the webform I've completed several times now.