Paid service not provided

I took out car tracking cover/policy with Cartrack on the 26th of October 2023, I initially took a lower option when talking to sales department. I then received a call from their dispatch department to book for fitment, during this call it was recommended to me that I take a higher option/cover that comes with ‘carWatch’ option, and I agreed to that. The policy/cover was then immediately amended and new higher debit order mandate was sent. Exploring their app today I’m getting a message that reads ‘CarWatch isn’t currently included in your package’ which comes as a surprise to me as I know this to be a service that I’m paying for.