call centre do not answer and no response to email

I phoned c/card call centre on 21/10/15 to enquire about the extended warranty on c/card purchases and was told I have to phone a UK no. I phoned again on 24/10 and was told I have to logg onto the internet and logg a claim there. Not successful. I then sent an email to platinum card and received feedback with a number of VISA I have to phone. No success, nobody answers. I then sent an email to the provided email address to logg complaints and still no feedback or response from them. The extended warranty expires on 12/12/2015 and there is no time to spent. Will someone just own up and deliver service asap. Why promote features of a product and then not be able to deliver service when needed.