P.S.:- You mentioned that you wrote to customer care? Do you mean email? There is no email support and secondly don't you have the payment details and the account id on which you made the purchase. Contact support with all the supporting information ready, they will help you. -Manan
How did you renew it? For most people, renewal isn't even a thing. Renewal is automatic. What steps did you follow? (Do not share personal info, especially if you get a private message, it may be a criminal).