Horrible customer service

I ordered my machine 23 of May as an existing client. I've been having issues regarding fica documents as the system kicks me out due to the fact that I'm an existing client already. I called in last week to be assisted and was told in to send an email. I sent the email, to date I have still not received my machine yet money was taken from my account. I'm being taken from pillar to post which is nonsense as I do not owe the company anything. They have absolutely horrible system in place for returning buyers as the first experience was not like this. Two weeks later I still don't have a machine.