Generally speaking yes. Although staff on live chat have managed to do it for me in the past, albeit a day apart for one of my memberships.
To sspeak with staff via live chat. By clicking "chat online" within the green box, make sure to avoid "get help quicker" as this is a bot.
How To Submit A Complaint (nowtv.com)
FYI that I do not work for NOW, just a NOW customer trying to help