Customs registration for a client

My client approached Company Partners to register for Customs exports and has paid for the service. I have been trying to work with their consultants for just over a month now for the tax profile access, and I cannot get anyone at Company Partners who is senior enough to move things forward for our mutual client. Everyone we deal with is a "consultant", no one has any authority to make things happen, and, at the end of the day, the client still doens;t have what they have paid for.