Bad service

I have a protection plan for my credit card that was set up incorrectly after numerous calls and complaints I keep getting apologies and that it's a system error. I was informed to ignore the messages however received one that now said that it has lapsed I want all money back that has been paid to the protection plan as it's clear that this is not going to be sorted as its almost a year or receiving the same messages and no-one can fix it or take responsibility. I have laid another complaint verbally and via the app on saturday and still no response.