We’re all customers too here, and couldn’t help you even if we had your account details ?
But email customerservices @ nowtv.com (without the spaces) with your details and a description of your problem, and see if they can help you with a refund.
Get your partner to go into their NowTV account, check if the Pass(es) are actually cancelled or not, and cancel them if not, to prevent the situation continuing.
Then follow my advice in the posting directly above yours.
it's awkward but can be done , I did it myself today no problem. However live chat is available between 8.am and 8pm limited hours due to covid-19.
During these hours Sign into your account , go to help centre , choose the option accounts and payments , access your payment dates below the information is a tab "get in touch" this will connect you to live chat , you may be put you in a queue but you will get through
Every time somebody on here reports that Live Chat isn’t working or doesn’t work, I check this, and get straight through to an agent, who could have been helping a NowTV customer with a real problem, instead of listening to me explaining and apologising for bothering them.
So I’m not going to do it again until I see a raft of complaints, not just one person extrapolatIng from their failure to make contact to the erroneous assumption that nobody can.
I don’t doubt that it doesn’t work for you; but you were just doing the opposite of what you were accusing me of, namely applying your negative personal experience, and dismissing other people’s’ positive experience.
However, now you have mentioned a specific difficulty, rather than just fulminating, I may be able to help you, since if you get as far as pressing a button for Live Chat, and nothing happens, then you are probably using a browser that has been armoured up in one or more ways. Accordingly:-