NowTV storing credit card details without permission?

Recently had my broadband cut off' despite NowTV website showing my payments had been made.

They are now claiming my bank contacted them and asked for my credit card details to be removed from their system, despite my bank telling me there is nothing wrong with my card or account. My bank refuse to contact NowTV to sort the matter out. Why would NowTV remove my details? Were my details being stored unsecurely or without permission?

Strange no one wrote to me informing me of some sort of breach or threat there of.

How can payment be taken after card details have been removed?

I’ve just replied in general on your other thread.

If the broadband account is up to date with all historic payments, and they have all been approved/gone through (and not blocked etc by the card issuer) then there is no reason for your account to be suspended / broadband cutoff.

If there is a problem with the current/pending payment due - then I’d expect NowTV to get in contact with you to resolve it / use another card / other payment method and not summarily suspend the account or cutoff your broadband.

Firstly check with the bank / card company that all transactions to NowTV are in the clear - or indeed if their fraud team etc have put a block on them. If NowTV were the victim of a data breach they are responsible for informing you.

You need to get to the bottom of whether this is simply a one off payment issue or whether there has been some actual or attempted fraud. If calling fails then write a letter of complaint to NowTV

I have letters from both and they contradict each other!

NowTV claim their website takes a few days to catch up with their payments system. It is still showing my last two months as paid.

My bank says they have not been contacted for payment.

Well if the payments show on your credit card statement, then they must be fully paid and NowTV need to get a grip.

Have you spoken to their complaints team about this?

I followed the instructions on http://web.static.nowtv.com/images/docs/Complaints_c...

In reply to a post by Pheasant:

Well if the payments show on your credit card statement, then they must be fully paid and NowTV need to get a grip.

It seems unlikely the payments will show on a credit card statement if the bank has not been contacted for payment.

Once this is sorted, if it's an admin error by NowTV then you should be eligible for auto compensation at £8.40 per day.

https://help.nowtv.com/article/auto-compensation

You will likely have to fight for it.

Edited by jpm (Sun 27-Nov-22 13:41:01)

Agreed. If there was a payment issue, surely you'd expect in the first instance for the ISP to make contact with the customer.

However according to the OP the NowTV system is showing the last 2 months as "paid" - therefore it wouldn't be unreasonable for the customer to expect the "payments" to show up on their card statement. Clearly if they don't then either NowTV have a billing issue or the bank has declined both transactions before they hit the statement.

On the face of it - sounds very much like a NowTV self-inflicted billing issue that they're trying to palm off on the customer and/or their card company.

True, although even if the ISP has incorrectly credited the account with payments which have not been taken, I expect the customer is still liable for those payments and will reserve the right to shut off service until they are paid.

No arguments from me in that respect.

However the customer clearly wasn't informed there was a previous or indeed ongoing payment issue, that would result in the service being terminated.

The fact their system still shows the payments as good, means NowTV are culpable here and it's not the customer or bank to blame. the customer shouldn't have to retroactively cross-check their credit card account statements to make sure payments have gone through.