Wirulink service doesn't seem so good..

I've been interested in joining them for almost a year now. I've emailed them with my questions etc, someone phoned me the next morning, we talked for over 20 minutes, came to agreements etc, said he'll email me the paperwork etc for me. I waited 3 weeks, nothing. emailed them again, no reply this time. No call, email, nada. waited a few more weeks just in case they were busy. Sent them ANOTHER email, still nothing. Guess they don't want me as a customer. But the LEAST they could have done is just send me an email saying so.. rather than tell me to wait a bit and they'll send the paperwork. I've heard quite a few good things, I've been interested, but this is how they treat potential customers? what about when I am a customer? is that the service I'll be paying for?