Terrible service for something that is so simple

Firstly it took a month for them to contact me regarding the explorer, then the call cut and i was never called back, i then sent out a complaint to them. I finally managed to give my details and they requested i send my documents to a email address i then got automated response asking for my ID i then received one saying that i do not exist and should send my smart card number, how can this be possible if i am a new client who hasn't received anything yet as they haven't received my documentation. I have had no help since and am lost now as to where i need to send my documentation. i have taken lots of things out but never with such poor service. its been over a month and a half that i am trying to get the explorer package!!