Not activating what I ask for

Good Day<br> It has been more than one tear now that I constantly phoning asking for them to access my account so that I can sms for the sms's that you need to pay for when you have to enter a competition, but still nothing, all my sms's are just coming back failing, all the time they say they will access it, and i will receive an sms shortly but nothing. pathetic service<br>