I would suggest you contact their customer service department and ask to speak to a supervisor. The agents you initially speak to are unlikely to do anything other that read a script to you. If you can't get anywhere with a supervisor you can file a dispute with your credit card company. they may be able to resolve it for you.
Nothing in this communication should be construed as creating an attorney-client relationship. I provide this service for educational purposes only. I will take no action on your behalf unless you have hired me and a written retainer agreement is signed. I am licensed only in Tennessee and I strongly suggest you consult with an attorney in your city and state as Statute of Limitation deadlines can limit your recovery.
Seek to obtain a copy of your agreement. It will likely set forth the provisions you need to clear up your inquiry as they aren't likely to act unless they think they have your agreement to terms.
NOTE: The use of the Internet for communications with the firm or this attorney will not establish an attorney-client relationship and messages containing confidential or time-sensitive information should not be sent.