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Website says payment declined, but money has been debited from my bank account

I'm an existing member and trying to pay for the TV entertainment package - website keeps telling me that the payment has been declined but I have checked my bank account and found that two lots of £9.99 have been debited from my account. Despite this, I am still unable to watch anything from the TV Entertainment section and it prompts me to pay another £9.99 for membership. I have sent a message to customer care via the website but not received a reply. Not sure what to do now 😞

Legend 5
Legend 5


Jump onto live chat and speak with staff who should hopefully be able to sort you out. Make sure your signed in and use the ‘How to get in touch’.

FYI that I do not work for NOW, just a NOW customer trying to help