@Lauren63
The bank can, and must, stop it. If you asked them to do this two years ago, and they didn’t do it, then they owe you every penny paid out to Now since your request:-
https://www.fca.org.uk/news/news-stories/continuous-payment-authorities-it-your-right-cancel
Any related payments taken after you ask for a continuous payment authority to be stopped are considered to be unauthorised transactions. Card issuers must refund these payments and any related charges immediately.
But as regards Now, if you quote the latest payment reference to them, they will be able to tell what account it relates to, stop taking any more money from it, and maybe refund some of the past payments.
The following link leads you to direct contact with Now Live Chat (via a tiny green circle with a v in it, so keep your eyes peeled for that when you have made your initial choices):-
https://help.nowtv.com/article/how-to-contact-now
Avoid ‘Get Help Quicker’ there; the Nowbot, while it means well, doesn’t know its own limitations, and it won’t help you once you get to this stage. Also, don’t choose Request a Refund, even if that is what you want, as that will only deliver you to the Nowbot; pick something else.
An alternative you might like to pursue is this:-
https://help.nowtv.com/article/find-an-account
which may jog your memory of a second account, which you can then access and cancel the cinema subscription. But you will then be relying on convincing your bank that, as above, they owe you all those unauthorised payments.
Good luck, and do please let us know how you get on!
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.
