Has anyone been charged twice on SS5?

I had SS4 and the definition sub. was expired so i upgraded to SS5 on March 14. But I got charged twice when I called my bank even though I got a billing confirmation via email for one product charge.

I emailed support and this is what I got ::

Dear Customer,

Thank you for contacting ESET Sales Support. If you experienced an error during any of your initial attempts to place an online order with your credit card, your account may reflect pending charges for these transactions.

However, any pending charges related to these failed transactions will not be billed and will automatically be removed from your account within 3-5 business days, depending on your banking institution. We apologize for any confusion this may have caused.

Can someone please explain to me what this means?

 

Hello,

I am not sure which ESET office you contacted (there are several around the world) but I would suggest giving them a call. Perhaps the person who responded to your email did not understand what you were asking about.

Regards,

Aryeh Goretsky