180 days of videos not saved

When i purchased plans i was under the impression (it’s listed under my account info) that i had 180 days of storage for videos recorded that would be saved & was just told by your rep that i had to go in & physically change it from 60 days to 180 days which is unacceptable. I paid for 180 days of storage & i did not get that & im furious. I lost my dog in dec & im just now mustering up the strength to watch those videos & there gone. There all gone. I paid for a service that you didn’t provide & i would like a refund. Nowhere in my plan benefits does it say i need to adjust the time it says up tp 180days of video event history