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Is it a pending charge or has it been fully processed? My only thought would be that it's a 'hold' which companies sometimes do to verify a CC is good. Hold's should show up as pending charges and then disappear without being actually processed.
If that's not it, they do have 24/7 phone support so giving them a call might be worthwhile...
1-888-283-5051 (USA & Canada)
1-973-820-0400 (International)
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