The service from the people that answer your whatsupp is mostly friendly and very helpfull BUT I cant access my online platform and always have to suffer on my phone

The service from the people that answer your whatsupp is mostly friendly and very helpfull BUT I cant access my online platform and always have to suffer on my phone. Secondly. Only my first withdrawal was flawless and came quick. Every time after my first withdrawal I have to ask them about my withdrawal and everytime they say the payment was done and is at my bank. When I phone my bank they say there is no payment that needs to be cleared.