@Anonymous User
Tell Now that she has your permission to speak for you, as you have accessibility issues, and then put her on the line.
Then they can’t refuse to speak to her, and she can get it changed for you.
Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.