need live apple agent

You may well be the victim of criminals posing as major retailers and using stolen card numbers. See these financial news articles reporting this scam:

https://toughnickel.com/scams-fraud/Apple-iTunes-866-712-7753-Scam

https://www.foxbusiness.com/personal-finance/credit-card-statements-scam-charge

https://www.chron.com/business/moneytips/article/Check-Your-Statements-For-This-Long-Running-Scam-13888458.php

Start here:

If you see 'apple.com/bill' on your billing statement - Apple Support

The most important part of that article is "View your purchase history." If Apple does NOT show a record of the charges in your history, it is very possible that scammers have gained access to your credit card or bank number and are pretending to be Apple. It happened to us.

If that is the case, only your CARD ISSUER or BANK can remedy it. Apple will not have any record criminals' actions.

If your bank or card issuer is clueless as to this decade-old scam, well... you know what to do. Our card issuer was fully aware of the scam when we were hit, and even knew how card numbers were being obtained. They investigated, cleared the charges, and issued my wife a new card number in under 24 hours.

If Apple’s purchase history shows the purchase, continue with the instructions in that article. 

⚠️ Important note for reviewing your Apple purchase history: If you are using Family Sharing, you must set the "Apple ID" box to the "All" option to get a complete history of purchases Apple shows as made from your account: 

Use the "Support" link located at the bottom left of this page to contact Apple Support.