I got a GT gold membership which clearly states that I can get 1 16 slot teamspeak server and a 16 slot public game server now I am getting charged for it on top of my subscription.

I also tried contacting support... the only reply is auto-generated so far can anyone advise if this is normal?

You should be being charged $9.95/month which includes both servers together. There is a auto-generated confirmation that the email was received, which means support should be getting back to you to resolve any issues you have with billing.