I have been having this same issue with my Sky Cinema Pass since October.
They tell me me they can't find an account that is requesting the money, but it keeps coming out of my bank account. I have changed the payment card to my wife's bank to check if it was a bank problem, but the payment was taken again by NOWTV , so the problem lies with them not my bank, even though tell me to check with my bank.
i have had the payments refunded up until April, but now, after many many ping pong emails they say it's my banks fault and are not refunding me the money even though it shows as paid to NOWTV on my bank accounts and my online payment record on the website.
i have Sky Cinema on a FREE offer until September and that is also getting processed.
it is ridiculous that I cannot speak to anyone online or by phone about this to resolve it.
This is company is a joke and needs to get its act together. Every month I get told it has been resolved, but it hasn't and they keep taking the £11.99 payment.....ggggrrrrrr