I certainly WOULD contact an agent, if I didn't keep getting a 'There were problems creating your incident' message :catfrustrated:
I found the site to be a bit jittery this morning @hepple73, so hopefully you've managed to get your message off to an agent by now.
As the payment is still pending from the 4th, it may suggest it's a glitch at your credit card company's end. Although there's probably little they can tell you either whilst it is still pending.
Hopefully an agent can sort things for you 🙂