BJ's Wholesale Club

I bought a 65" 4k tv with bj' club and purchase a 2 year protection plan + plus 1 year from the factory. One year and a half later the tv broke down and was sent to repair shop and never made back. It was unrepairable. After that I received a text message from bj's saying I receive my money back. After 2 months I had to call again and they said that my money was never sent to me because my address was wrong.
How the adress is wrong if you picked up my tv. The manager at bj's said that they are not the protect plan, this is another company. How is that true if the flyer says : bj's protection plus and the site is asurion.com/bjs
Also says worry free coverage.
I am really upset with bjs. I could never think that they would treat someone like I have been treated.