Nothing wrong with accounts department but everything wrong with the service department

I Signed up for voip and never received any sip password. So I tried to contact them through there own internal support system and still to this day they have not rep**** to me (it's been about a month). However they have been very quick to take the money out of my account. I then managed to call them on my Landline and ask them to why I still don't have "Axxess" to my sip password, the lady said that they did not have the Rica documents necessary to approve the account (which I did submit when taking out the package), so instead of notifying me that they require documentation they just sit on it and continue billing me for a service I cannot use.