I signed up for a tariff ** November **** which included a year's free breakdown cover...

I signed up for a tariff ** November **** which included a year's free breakdown cover. When I spoke to your customer service yesterday to book an engineer she informed me that the cover had not commenced as another was running. I was slightly confused by this. She explained that even if the cover had commenced it would have expired at the beginning of November as covers starts approx a week before. Although, yesterday was **** and I appreciate that it was a day over but this was because you're site had technical issues on **** so that I could not book an engineer. To add to this confusion, I had received a letter in May stating that I had purchased a full HomeCare Four pack on ***** - which I thought was being taken by direct debit. I was advised yesterday that no payment had been taken. Again I was lead to believe that I was covered. The end result was that I had to purchase cover yesterday to the cost £***.** which will only cover me until February - basically paying for cover from February to November for a service that I never used but was lead to believe that I was covered.**Apologies if this explanation isn't very clear but I feel that I should not have had to pay for the cover yesterday as I believed that I was covered by my tariff but did so as my boiler had broke down -as it was I was able to cancel the engineer as the central heating kicked back in.**I would appreciate if this could be thoroughly investigated as advise accordingly.**Regards*Alison Heale*Ref ************