anti-spyware bill

I tried to renew the Kaspersky anti spyware online (in response to a notice from the company)  on January 2, 2012.  It seemed to not have gone through, so I tried to resubmit it again.  Still with no success.  I was billed twice for the service/software that I did not receive.  I contacted Kaspersy by phone on Jan. 3rd.  The representative that I spoke with said that only people with continuing service could renew online and the my auto renew orders were cancelled in 2010.- and there was no record of me having the anti-spy ware during the past two years.  Therefore I should not have been provided with the option to renew online.
I have had Kaspersky software for the past 3 or 4 years continuosly.  I have been billed for the same service twice and was unable to get the software for my computer.  I do expect a refund of those two bills for $99.95 each and for the money to be sent back to my bank account.