And do you have proof? Did you get a cancellation email?
Is it definitely coming from the same account?
If it’s from the same account and you have a email confirmation of the cancellation, I would strongly recommend putting a payment PIN on your account.
For any chance of refund you need to jump onto live chat. Just make sure you click “chat online” within the green box and not “get help quicker” as this is a bot.
FYI that I do not work for NOW, just a NOW customer trying to help