Unauthorised payment taken

Has anyone had an unauthorised payment taken by Digital River AVG Ireland?
I subscribe to AVG for my phone for £6.49, but last week I had £72.99 taken without consent from my account. 
I called AVG and they cannot find me in their system, so how can they just take funds from me? I emailed a few times and now it seems I am being ignored. Absolutely shocking customer service. 

Anyone else have similar problems? Many thanks.

Hello Jodie,
My apologies for any inconvenience caused. I'll do our best to assist you. I have sent you an email, please reply to my email with the requested information to assist you further.
Best regards,
Alok.

Hello Jodie,
My apologies for any inconvenience caused. I'll do our best to assist you. I have sent you an email, please reply to my email with the requested information to assist you further.
Best regards,
Alok.