First customer care agent told me the service had never been activated despite me using the service every day for past 6 months

First customer care agent told me the service had never been activated despite me using the service every day for past 6 months. Second customer care agent told me it was my phone but she was working on a laptop and did not have access via a cellphone. Third customer care agent finally understood the problem when I convinced him to access the Geoloc via a cellphone. He- Prince - undertook to escalate the problem but I see no evidence of this happening and no one has contacted me.