@Anonymous User no one here has taken anything as we're customers just like yourself. This is a community page where users help each other. Now TV staff do monitor the page but no one in a position to give refunds or access account details.
Use the account finder to see of there is more than one account active under your name/details. Canceling passes is a 3 or 4 stage process which should culminate in a confirmation email so be sure you went through it completely.
There is a complaints section so you can submit a claim.
https://help.nowtv.com/article/how-to-submit-a-complaint
