Hp — battery replacement policy

I had registered a case with hp on battery malfunction on 23rd july 2020. I was informed that battery is covered under additional warranty and care pack during the complainant registration. Later up on checking the status on field visit with hp, i was informed that i will be charged for the replacement. I wanted to know why the battery is not covered under the care back as promised during the purchase of this product from hp.

Also i have raised few other concenrs with hp and which was not responded even after mailing to the service head.

I would like to talk to the right person in detail regarding all the concerns.