Service? What service?

I app**** for a business account, I was contacted by a consultant who assured me that she created the account and that I will be able to find the account on my app. I have been trying to resolve this for weeks now as I apparently do not have a new account created and the persons at the call centre advised me to get hold of this person who phoned me. How on earth do I find her? Why can my account not be opened?