It sounds like something has gone awry in the back end, and you should talk to a live agent to get hot sorted.
Are you reviewing your PDF invoice? It should clearly explain where your costs are derived, and help you to determine if there are steps you can take to reduce your costs.
Sounds like your payment went to the wrong place. This needs to get sorted out with a live agent.
You can skip the virtual agent on Chat by answering the bot questions with "I need to speak to an agent". You may need to do that a few times as the bot can be in a bad mood sometimes 😉.