I have had a similar experience to some of the other reviews in that I've found a pass has been set up on my account without my authorisation. After going through two different complaints procedures NOW are still refusing to refund me. I don't know how this pass got added to my account. It was a sports pass and I, nor anyone in my family, am not in the least bit interested in sports, so it makes no sense. NOW have assured me that they cannot add a pass to an account from their end, which I believe. If they had done it would be fraudulent. They've also told me that my account hasn't been used by a third party. What they haven't told me is how the pass was added to my account without me being aware. However, they've admitted that it's possible to 'accidently purchase a pass without realising.' This, surely, is extremely poor practice. They know that it's an issue and that people have purchased passes by accident, yet they allow it to continue. It should not be possible to buy something by accident. An analogy would be walking into Currys and accidently buying a washing machine because you happened to walk past it on the way to look at the TVs. I had been with NOW since 2015 and had been paying for an entertainment pass which, when I cancelled, I was paying £9.99 a month. So for the sake of the £100 they have taken from me without my agreement and refused to pay back they have lost a regular monthly income of £9.99. They obviously see more value in the £100 than in keeping a long term satisfied customer. During one of my complaints NOW advised me to update my financial details as the credit card on my account had expired (that's what alerted me to the sports pass.) I don't trust NOW with any of my financial details and I will not be using their services again anyway, so all they have on my account is an expired credit card. At least they will not be able to take any more money without my consent. I have tried to completely shut down my account, but it doesn't seem to be possible. I will be taking my complaint further because I don't think they should be allowed to get away with what they have done. I would also like to stop them from being able to do this to someone else. In the meantime, if you're reading this and wondering whether to get an account with NOW, I hope this review has been helpful.