@ZOS_BillE Could you please help here?

I created a ticket 200411-001243 almost a week ago and it was closed today, but unfortunately I received an answer that has nothing to do with my ticket...

Long story short:
I renewed my ESO sub for 1 month. Everything went smooth without issues, but 2 days later I noticed on my bank account that I've been charged twice.
I went to my account page and indeed I have 2 months of active sub remaining. So I tried to cancel the sub - got confirmation email, but subscription was still showing as active and I had to cancel it again (got 2 confirmation emails that my sub was cancelled).
I went and created a ticket asking for a refund of one payment, provided payment ID's etc.

Instead of getting any sensible reply I got generic copy-paste instruction how to make a payment, that has nothing to do with my issue:

Greetings!
 
This error could be caused by several different issues. Please try the following steps to see if this allows your payment to go through:
Contact your financial institution and make sure they are not blocking that charge on their side.
Check to see if Javascript is enabled in your web browser's settings. If there are any programs that could be blocking Javascript, such as an anti-virus, firewall or web security program, please disable this temporarily while attempting this transaction. If you are receiving a popup asking to run the script, please press yes or accept to run the Javascript for the transaction.
Clear your cookies and try again.
Attempt to complete the transaction in a different web browser (or, if possible, on another computer).
Try a different payment method, such as PayPal.

Please verify that your information is entered correctly. Characters must match exactly how they appear on your billing statement. When entering your billing information, please keep the following in mind:
Do not use abbreviations
Do not use an APO/FPO address
Check the capitalization of each entry
Use a standard US zip code (5 digits)
If your zip code is not a 5-digit number, please fill out the other fields correctly, and choose Non-US for State/Province and enter 00000 in the zip code field. You will be able to update your information at a later date.
Please replace any special characters with English-language equivalents (e.g.: use ae for ä, ue for ü, oe for ö, ss for ß, e for é/è)
Remove any dots, commas, or dashes from the address and post code
Warm Regards,
The Elder Scrolls Online Team

I'd appreciate any help.
Loyal customer since Feb 2014