Samsung online store pathetic service and charges customers but doesn't deliver Samsung care

Purchased a cellphone online from the samsung website and added Samsung care on the Samsung website as they give you that option on the website. Paid the amount however never received my Samsung care policy. Samsung store call centre know that they took the money but cant assist and want me to mail Samsung care. Samsung care says they have no clue and the insurer doesn't respond. i cant be sent pillar to post for something Samsung store charged for. Refund me my full purchase or sort it out. Order was paid but Samsung does nothing! Order no ZA***