I pre-ordered the high school pack and it wouldn't load

I pre-ordered the high school pack and it wouldn't load so I thought I hadn't bought it and the payment had been cancelled. Then not long ago I bought it again and the pack won't load and it says something went wrong with the pre-order. And I went to look at all my orders so far and I found out that they took my money twice but I still can't load the games.

I would like my money back if it can be resolved, but if it can I would like to get it back for one purchase.