Failed download

I have just loaded a couple of gift cards onto my account and then tried to download an album. The error message came up saying that this service was not currently available, but the money disappeared from the account. Being of a simple nature I thought I'd better repeat the process again (Yes, I know, I know). Guess what?- Yup, apple took the money again without downloading the album. I can't seem to find any way of contacting them other than paying for an appointment on the phone. Sorry if this is a bit basic, but I am not particularly computer literate and somewhat advanced in years.....Any idea how to get my money back?