Can someone please get back to me?

I downloaded your app and tried to link my account.. gells me account not valid! Then phoned your call centre a week ago and was told they will fix it and I can link my unit/account to the app within an hour.. they also told me that they would phone me back to make arrangements as I am due for an upgrade on the unit.. now 1 week later.. I am still waiting for that call and still cannot link my unit/account to my app! I have send 4 emails without recieving a reply?