Payment process broken

Hello,

I made the purchase of the Japan Rail Pass on your website, and after filling in the information and proceeding successfully with the payment with my credit card, the process failed, showed an error, took me back to the credit card form, and asked me to pay again, but you have already made the retention of the money and I have called the bank and told me that the transaction has been successfully made and authorized so you charged the money but nothing happened.

I emailed the support and what you told me is:

"Dear Alejandro, Thank you for contacting us.
Please try to make the payment with another card.
If you are still unable to complete the payment, you can also purchase the JR Pass from the website below."

I'm not going to be using any other card to pay once again to be charged once more for 1100€ and have this happening again. I'd like to have my money back as soon as possible.