Lenovo — virus removal

On 28 nov. 2017 i purchased the premium support service for $199 confirmation #[protected]. My computer had a virus and you guaranteed to remove it. I spent two evenings of at least 2-3 hours working with your technicians to remove it. Cases 1712t098941, 1711s097279, 1712t100269, etc.. Every time the virus (Searching) was removed it would return. The decision was made to replace my operating system. I bought 120gb of external drive and the technicians took control of my computer and backed up everything on my computer which took several hours.
I placed the new os which was sent to me by lenovo into the computerbut they could not load it from india. I told them to refund the money since they were a failure. A local computer store loaded the os and downloaded the information from the new external drive. We then found out that only a few pictures were on it and that i had lost all of my files, pictures, and 30 years of genealogy records. I tried explaining this on your website but the word limit made it impossible, and no refund was given.
I am now having to start all over as if it were a new computer.in addition to the $199 i paid lenovo, i had to pay the local computer store $164.12.
Please reimburse me for all of my troubles and for the failures of your technicians.