Cancelled NOW Broadband, no refund recieved

Northern_Wanderer

I cancelled my NOW BB by switching to a different supplier in July and my final bill says I'm due a credit/ refund. I phoned customer service who said to wait 42 days and refund would be issued. There was no way to get them to refund this immediately. The 42 days have passed and no refund, I left my DD active for the refund. 

I emailed a complaint and have not had a response. 

How long are people having to wait for the refund and is it really going to be automatic? Or should I phone up again now the 42 days have passed? It's a rather long time to wait for a refund....any suggestions?

AndrewJB

Mine took 47 days from the date of the switch. It was automatic, as I wasn't expecting anything.

Neil_Jones

I'm pretty sure Now doesn't use Direct Debit for payments:

https://www.nowtv.com/gb/help/article/manage-broadband-payment-details

I think the OP means they left their CPA active, rather than a direct debit.

Northern_Wanderer

Neil_Jones said:

I'm pretty sure Now doesn't use Direct Debit for payments:

https://www.nowtv.com/gb/help/article/manage-broadband-payment-details

I think the OP means they left their CPA active, rather than a direct debit.

yes you could be right, does this mean I could do a chargeback if the refund is not forthcoming?

Neil_Jones

Northern_Wanderer said:

Neil_Jones said:

I'm pretty sure Now doesn't use Direct Debit for payments:

https://www.nowtv.com/gb/help/article/manage-broadband-payment-details

I think the OP means they left their CPA active, rather than a direct debit.

yes you could be right, does this mean I could do a chargeback if the refund is not forthcoming?

No because that's not what chargeback is for.  If you are owed (for argument's sake) £20 but you haven't made a transaction for £20 go out how exactly do you propose to request a chargeback?  

If on the other hand you did pay £20 to Scams R Us and it turned out to be legitimate fraud, then you can request that £20 back.

It sounds like this is a pro-rata balance refund due as most providers charge you in advance for their services, so if you paid £30 for 30 days service and you disappear after 12, you are effectively owed £18. 

Northern_Wanderer

I'll give them some more days as not at 47 yet as @AndrewJB says. I'm due a whole month minus a few days at the out of contract price so it is a few quid.

Northern_Wanderer

I have received my refund, finally. I called NOW again and they said I was given incorrect info. The refund is paid within 45 days of your due date. I didn't get a particularly clear explanation of this but say your billing period was 15/7/25 to 14/08/25, your due date is 14/08/25 as far as I understand, so the 45 days is from 14/08/25. Seems a very long time to hold onto your cash but there we go. 

I'll plan ahead better for that scenario with any future switch!