Anyone know where I start - evidently going to "reportaproblem/apple.com" didn't help.
"Report a problem" gets you to your PURCHASE HISTORY which is important to getting this sorted.
If Apple does NOT show a record of the charges in your purchase history, it is very possible that scammers have gained access to your credit card or bank number and are pretending to be Apple. It happened to us.
If that is the case, only your CARD ISSUER or BANK can remedy it.
If Apple’s purchase history shows the purchase, continue with the instructions in the "Related article" above your name
Remember, you are not addressing Apple in these forums but rather other end users like you. We have no access to Apple records and databases so we cannot investiage on your behalf. We can only provide published Apple links and our own experiences with similar situations.