Soldato
Hi,
I've been with Now Broadband for a few years and have been pleased with the service, for the most part.
However recently, for the past three months my card details in my Now Broadband online account have been mysteriously vanishing leaving no payment details for them to charge my account with. This results in what I presume is an auto generated email being sent to me saying 'Your payment is overdue as we are unable to take payment using the details saved in your account' - I then have to call them and manually make payment over the phone. This payment is made manually from exactly the same bank card details that I enter into my account area online. But then at the point where the payment is due, the saved details vanish and I'm emailed to say I'm late with my payment.
The last time I called them to manually make payment I complained to them that I was fed up doing this and asked if they could confirm they had my bank details, to which they replied 'Yes, we do' and said that it should not happen again. But it has, that's 4 months on the trot now so not a happy bunny.
The first guy I spoke to when it initially happened said it was a glitch in their system and apologised for the hassle. The second month it happened the guy said that my bank had refused the payment. When I asked him for the 'decline reason code' which the bank would supply a merchant with he claimed that they didn't get such a code from the bank and I needed to contact them (which I did and they said they had not received a request for payment for that date/month and suggested I take it up with Now Broadband).
The third time it happened the guy claimed that the previous reasons I had been given were incorrect and that the only bank card details they could accept were the ones from the original bank I signed up for my Now account with as their system couldn't accept any other card - it had to be the original one (the card details I had saved in my account were from a newer joint account with my partner which we use to pay all our monthly bills, so I swapped it back to my own personal bank card which WAS the one used to originally open the account with Now Broadband). I was assured that the issue was now fixed and it wouldn't happen again. It has. Same again, go into my 'Manage Account' section on the Now website and my bank details are gone.
I'm calling them again today to see what their excuses are this time around. Anyone who has called Now will know its not a straightforward process to actually speak to a human but apart from the time taken to do so, I'm annoyed and frustrated that this is a recurring issue, especially given the reasons I've had above to say it will all be resolved.
Has anyone else had this problem with Now? There are a few posts online that I found which would possibly suggest that there is an issue with Now's payment systems..........kinda sounds like they are shooting themselves in the foot though if thats the case???!!!
I've been with Now Broadband for a few years and have been pleased with the service, for the most part.
However recently, for the past three months my card details in my Now Broadband online account have been mysteriously vanishing leaving no payment details for them to charge my account with. This results in what I presume is an auto generated email being sent to me saying 'Your payment is overdue as we are unable to take payment using the details saved in your account' - I then have to call them and manually make payment over the phone. This payment is made manually from exactly the same bank card details that I enter into my account area online. But then at the point where the payment is due, the saved details vanish and I'm emailed to say I'm late with my payment.
The last time I called them to manually make payment I complained to them that I was fed up doing this and asked if they could confirm they had my bank details, to which they replied 'Yes, we do' and said that it should not happen again. But it has, that's 4 months on the trot now so not a happy bunny.
The first guy I spoke to when it initially happened said it was a glitch in their system and apologised for the hassle. The second month it happened the guy said that my bank had refused the payment. When I asked him for the 'decline reason code' which the bank would supply a merchant with he claimed that they didn't get such a code from the bank and I needed to contact them (which I did and they said they had not received a request for payment for that date/month and suggested I take it up with Now Broadband).
The third time it happened the guy claimed that the previous reasons I had been given were incorrect and that the only bank card details they could accept were the ones from the original bank I signed up for my Now account with as their system couldn't accept any other card - it had to be the original one (the card details I had saved in my account were from a newer joint account with my partner which we use to pay all our monthly bills, so I swapped it back to my own personal bank card which WAS the one used to originally open the account with Now Broadband). I was assured that the issue was now fixed and it wouldn't happen again. It has. Same again, go into my 'Manage Account' section on the Now website and my bank details are gone.
I'm calling them again today to see what their excuses are this time around. Anyone who has called Now will know its not a straightforward process to actually speak to a human but apart from the time taken to do so, I'm annoyed and frustrated that this is a recurring issue, especially given the reasons I've had above to say it will all be resolved.
Has anyone else had this problem with Now? There are a few posts online that I found which would possibly suggest that there is an issue with Now's payment systems..........kinda sounds like they are shooting themselves in the foot though if thats the case???!!!
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