AppleCare+ account cancelled by AppleCare One account, and now I cant recover it.

I'm in a bit of a situation hopefully someone has insights into how to solve this problem.

I bought a computer a while ago with AppleCare+ (through Best Buy). Earlier this year, I bought apple care one, in hopes to cover my phone, but it turns out, my phone wasn't elegible. At the time, the only elegible device was the computer... Which it automatically added.

As soon as I realized I could not cover my phone (in a couple hours), I cancelled apple care one with the help of an operator... no harm, no foul.

My computer broke earlier this week and I went back to check what was the status of my appleCare +, to realized it had expired when I cancelled apple care one.

To my shock, I went and checked my appleCare+ and it said it was supposed to be until March 2026.

After many hours with customer support, they reached to the conclusion, that by getting AppleCare one... I decided to cancel my appleCare+. They say there should have been a notice that AppleCare+ was going to be cancelled and that I would get a refund. I never saw that. Not sure how deep down the fine print that was, but I certainly did not see it.

Now... were it gets tricky, I never received any notification of my AppleCare+ being cancelled, I never received any refunds or validation that I had cancelled apple care. Operators claim that I had 25 days to restore my apple care, but like I said, I never received any communication about that.

In theory, I should have received a pro-rated credit for my remainder of AppleCare+, but that seems to be lost, not even the operators could find it. Today, they had to "re-send" the credit, lets see if that gets processed.

So, in conclusion, apparently, I cancelled my pre-paid appleCare+ by getting appleCare one, which I never got notified or refunded for. But now, that I actually need to use my appleCare+, is nowhere to be found.

The support operators apparently are extremely limited into what they can do, basically the same as I can do by managing my own account. Which seems weird in itself, but I guess for security purposes, thats good.

Not even Sr advisors who should have higher capabilities, are limited in the same way, and for over an hour, they told me there were no other paths to escalation to try to recover my AppleCare+ account. They offered workarounds to basically buy another device, to trigger the option to get apple care one to then add the computer. Which later by reading the conditions of adding devices, I realized it would not work, because the device has to be active, which my computer is not.

I find it hard to believe that there are no ways to recover an AppleCare+ account beyond what the system allows the customers to do, specially for a company that focuses on customer experience as their selling point.

After 2 hours on the phone, In theory, they escalated it to another support team, that was going to "Monitor" the escalation but they might or might not reach out to me. but I only got a case number from it.

Is the customer support really that limited within Apple? or is this a way to try to get me to deter from trying to properly solve this problem?

If anyone has advice or recommend other channels to solve the problem beyond the support app. please, advice would be welcomed.

Thanks