Thanks for posting on the Community Forum and sorry to hear about your experience.
It does sound like your initial payment attempt was not successful, which can happen for a few different reasons. One of the most common payment stoppage reasons is that our internal security system triggered, which would have prevented the transaction from completing.
As we don't have access to view the full details of your account through the Community Forum, I would advise contacting Customer Support directly so we can review this and see what exactly happened. Once you have done this, we'd be glad to investigate further and help with this.
You can find our contact details by clicking the 'Contact' option at the bottom of any page when logged in.