PC World/ Curry's Know How Care Plan - won't fix or refund

BTherory

I have had a ‘know how’ care plan with PC World since 2016 for my laptop.  Last month my laptop charger broke and I used it for the first time.  I was sent a replacement charger.  This month I reached out to the team to get my computer screen fixed and was advised that I don’t have a care plan any more.  After several calls trying to find out why I was advised my bank had cancelled it.  I was surprised and asked for it to be reinstated. The customer agent refused to claiming I did not update them that my debit card details had changed depsite me trying to explain that they have been able to take payments for the last four years and I have been issued with 3 new cards in that period.  It made no sense what he was saying. One thing is clear that I did not ask for the service to be cancelled and no one mentioned this issue to me last month when I called.  When I asked for the agents name he would not give it to me nor would he give me the advise I needed to escalate the issue. Instead he just cut me off the phone.

I appreciate that services are limited due to the corona virus but I have tried every email, number and third party options to communicate with them.  I can’t get hold of anyone and have no means of complaining/ escalating.

I have paid out over £500 over the course of the years for this plan so to be told it can’t be reinstated now that my laptop is coming to the end of it's life and I need it the most really horrified me.  In essence all I have got out of this plan is a charger worth circa £20 so it is a very expensive charger to pay for.  Is there anything I can do either to get this money back or get my plan reinstated?  What are my rights as a consumer as I did not ask for the service to be cancelled.

If there has been a payment issue (which I am not convinced of) it only happened days ago.  I just don’t understand how ruthless and unhelpful the customer service representative was and just said he could not do anything.  Where so I stand with my rights?