RoadProtect does not provide the services advertised

Seriously disappointed with a company that promotes services to make my life convenient instead it has done the opposite...

Currently I had requested my car licence to be updated by RoadProtect, the service was requested and it was paid for including an additional cost for the overdue amount. A month later a refund was made without an explanation, another month later i sent an email asking about the status of this request. The reply was that a refund was sent back and no documents were received by RoadProtect. Another month later a consultant advises I can request it again.

So my licence is seriously overdue, I have to go myself to the post office without any documents, and RoadProtect charges me a premium every month for me to be inconvenienced...

This means that RoadProtect does not do what they promote, does not provide a services and therefore only collects the premiums that they collect every month?? Is that not *****??