10% Protect Plan Discount Not Working

I have been a UK Protect Plan customer for years and have always purchased products at the 10% discounted rate, however, when trying to purchase 2 new products today, the discount is not being applied, as well as attempting to charge £3.95 for standard shipping! I contacted customer services who advised that I should purchase these items at full price and the discount would be applied retrospectively (effectively a refund), however, I am really not happy with this and have not had any issues before. Please could someone contact me to get this resolved, I have given Ring good business over the years and don't feel this is any way to be treating customers, given the current climate.