Recurring doesn't work as advertised with Education Scholars warranty package

An update to my situation: I've now spoken with three different representatives from Education Scholars, and each has given me conflicting information about how to resolve the issue with my formal shoes. This is extremely frustrating.

Dear customer, I am reaching out regarding your recent complaint about our extended warranty. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Customer Service Director at Education Scholars, I have personally reviewed your case and have spoken with the team members involved. There appears to have been a miscommunication regarding our service guarantees, and I take full responsibility for this oversight. I have taken the following immediate actions: 1. Processed a refund of $466.14 to your original payment method 2. Added a $466.14 service credit to your account for future use 3. Implemented additional training for our staff based on your feedback Your case has been assigned reference number REF-D9812F75 for any future correspondence. Please allow 3-5 business days for the refund to appear in your account. Thank you for giving us the opportunity to address this matter. Your feedback helps us improve. Sincerely, John Martin Customer Service Director Education Scholars