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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?
Keef- Sheerness Kent UK - NowTV via Sagecom 2704.
Previously - John Lewis, Shell Energy, Plusnet, Sky, EE, New Call Telecom/Fuelbroadband, Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream, Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
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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
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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.
Keef- Sheerness Kent UK - NowTV via Sagecom 2704.
Previously - John Lewis, Shell Energy, Plusnet, Sky, EE, New Call Telecom/Fuelbroadband, Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream, Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
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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?
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I followed the instructions on http://web.static.nowtv.com/images/docs/Complaints_c...
Keef- Sheerness Kent UK - NowTV via Sagecom 2704.
Previously - John Lewis, Shell Energy, Plusnet, Sky, EE, New Call Telecom/Fuelbroadband, Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream, Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
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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.
Oliver.
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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)
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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.
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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.
Oliver.
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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.
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The problem is the amount of work you have to do to get it! 
Multiple letters to NowTV, Sky complaints, the Ombudsman, CISAS and my bank to name but a few.
Keef- Sheerness Kent UK - NowTV via Sagecom 2704.
Previously - John Lewis, Shell Energy, Plusnet, Sky, EE, New Call Telecom/Fuelbroadband, Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream, Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
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Edited by hk11 (Sun 27-Nov-22 15:04:29)
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LOL! 
Keef- Sheerness Kent UK - NowTV via Sagecom 2704.
Previously - John Lewis, Shell Energy, Plusnet, Sky, EE, New Call Telecom/Fuelbroadband, Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream, Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
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I'll paste the exact wording from each, if it helps, but basically NowTV says one thing and the bank another and they both refused to contact the other to sort it out.
Keef- Sheerness Kent UK - NowTV via Sagecom 2704.
Previously - John Lewis, Shell Energy, Plusnet, Sky, EE, New Call Telecom/Fuelbroadband, Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream, Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
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So NowTV are not liable for telling fibs?
Keef- Sheerness Kent UK - NowTV via Sagecom 2704.
Previously - John Lewis, Shell Energy, Plusnet, Sky, EE, New Call Telecom/Fuelbroadband, Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream, Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
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NowTV think it perfectly OK to say payments have been made, then change their minds!
They seem to have a customer facing program that isn't linked to their payments one. Perhaps that is why they say the bank have asked them to remove my credit card details?
Keef- Sheerness Kent UK - NowTV via Sagecom 2704.
Previously - John Lewis, Shell Energy, Plusnet, Sky, EE, New Call Telecom/Fuelbroadband, Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream, Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
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Edited by hk11 (Sun 27-Nov-22 14:59:40)
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Reps will say all sorts of things to get rid of you.
VM Gig1 - AAISP L2TP
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This is via their website. 
Keef- Sheerness Kent UK - NowTV via Sagecom 2704.
Previously - John Lewis, Shell Energy, Plusnet, Sky, EE, New Call Telecom/Fuelbroadband, Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream, Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
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So NowTV are not liable for telling fibs?
What fibs? You've already told us payment hasn't been taken from your card, which appears to be what they have said too. Billing errors can happen but that doesn't mean to say you are not still liable for the payments.
Oliver.
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To be fair I don't OP has ever claimed he wasn't liable for the payment.
The issue to my mind is that he wasn't informed (in a timely manner) of any billing issues until it was too late - service terminated.
Even then the NowTV customer facing portal showed the last 2 payments as made. Also the "he said / she said" with NTV claiming the bank had asked for cardholder details to be withdrawn, but bank denying any contact or knowledge - hence I think the origin of the OP claiming NTV have 'fibbed'...
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I go to their website and it says "paid".
They then say their website needs time to catch up? Catch up with what? To me paid means paid, not maybe paid and maybe not.
Keef- Sheerness Kent UK - NowTV via Sagecom 2704.
Previously - John Lewis, Shell Energy, Plusnet, Sky, EE, New Call Telecom/Fuelbroadband, Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream, Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
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They then say their website needs time to catch up? Catch up with what? To me paid means paid, not maybe paid and maybe not.
Your credit card statement says you haven't paid.
Oliver.
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I did try and make the payment, but it kept saying it couldn't take it!
I think that was down to a coding error as it asked me to pay £%{total}.
Keef- Sheerness Kent UK - NowTV via Sagecom 2704.
Previously - John Lewis, Shell Energy, Plusnet, Sky, EE, New Call Telecom/Fuelbroadband, Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream, Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
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It's unclear but can you clarify:
1. Is the email address that NowTV have on file up-to-date?
2. Did you receive any emails at all notifying you that there were billing issues?
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My credit card statement simply lists the payments that have been requested.
Keef- Sheerness Kent UK - NowTV via Sagecom 2704.
Previously - John Lewis, Shell Energy, Plusnet, Sky, EE, New Call Telecom/Fuelbroadband, Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream, Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
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I did try and make the payment, but it kept saying it couldn't take it!
I think that was down to a coding error as it asked me to pay £%{total}.
Hang on now - that changes what you've been claiming. So you settle your bill each month rather than being on a recurring mandate or direct debit, you go to pay the bill, received an error message, and nothing appeared on your card statement?
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1. Yes
2. They sent emails saying their website needed time to catch up.
Keef- Sheerness Kent UK - NowTV via Sagecom 2704.
Previously - John Lewis, Shell Energy, Plusnet, Sky, EE, New Call Telecom/Fuelbroadband, Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream, Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
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As far as I am aware NowTV only offer the one form of payment.
Keef- Sheerness Kent UK - NowTV via Sagecom 2704.
Previously - John Lewis, Shell Energy, Plusnet, Sky, EE, New Call Telecom/Fuelbroadband, Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream, Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
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Regardless, did you go to settle the bill, get an error message, and then just leave it because the website said you'd paid? And this happened twice, without any payment actually being taken?
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No: I didn't just leave it!
I wrote to NowTV and my bank to ask what was going on.
https://thumbsnap.com/Wu14vsnw
Keef- Sheerness Kent UK - NowTV via Sagecom 2704.
Previously - John Lewis, Shell Energy, Plusnet, Sky, EE, New Call Telecom/Fuelbroadband, Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream, Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
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Edited by hk11 (Sun 27-Nov-22 16:34:38)
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No; I contacted NowTV again.
Then then said my bank had asked them to remove my credit card details. Hence my original post on
here that we seem to be straying away from.
After saying my bank had refused payment (twice) they then claim my bank had asked them to remove my details. I ask again how would they request payment without details?
Keef- Sheerness Kent UK - NowTV via Sagecom 2704.
Previously - John Lewis, Shell Energy, Plusnet, Sky, EE, New Call Telecom/Fuelbroadband, Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream, Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
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Edited by hk11 (Sun 27-Nov-22 19:49:55)
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