Realms keep taking money but will not create realms

I assume you need realms to keep playing with someone.  I never knew that because no Minecraft emails ever come back to help.  So I purchased realms. Did not work.  So I reloaded app again on my phone.  It deleted all my hundreds of hours of work. And I still don't have realm.  It keeps saying successful in payment but can't create realm yet.  I think this is a very awful thing to keep taking the money but not able to fix or at least let us know what is going on.