no service at all to be assisted

I registered for a use& get service 3weeks ago, but I have never received nothing. I laid a complaint with them 6days ago, all I get is someone sending me the same e-mail that I must send them my current airtime balance and my last recharge amount. These people have their own call center but it takes them almost a week to respond to clients queries. This is not about my last recharge, its about the principle of advertising something and they don't actually do it. It is sad to see such poor service from such a big provider