Appalling. Appalling. Appalling. As Gollum said "...filthy little thieves". They offer a discount or free month with NowTV. After the month had passed, and an extra month which was used and paid for as I remember, you cancel your NowTV pass.
However, what isn't clear is that you have two active passes. One for NowTV and one for NowTV Cinema (which you get free with your NowTV discount or free offer subscription). The NowTV Cinema pass is not associated with the NowTV pass, and is entirely separate in terms of billing. So when you cancel your NowTV Pass, your Cinema pass is still active, and you are charged £11.99 per month, until you review your CC statement.
You contact them, explaining that you cancelled your NowTV subscription months ago, and that you have still been charged despite not using the service at all, and that surely cancelling your NowTV pass demonstrates that you no longer require any services. You are told that it's your fault for not cancelling the Cinema pass, and that they will only refund 10% of the charge (£11.99 of £119.90 over 10 months).
You then make a complaint, assuming that any moral company will amend this gross infraction on the mores of courteous business practice, to be offered 40% which still leaves you £71.94 out of pocket. It's the Ombudsman next for these amoral people. It's a sneak thief way of managing subscriptions in order to abuse decency and civility and lull people into continuing to pay for something without realising it. At best, it's a poorly designed subscription system, but given their lack of acumen, I wouldn't necessarily give them the benefit of the doubt by stating I don't believe it wasn't an intentional ploy. This isn't the way to do business, or develop any sort of loyal customer base.