Hey there @FrustratedLady. We sincerely apologize for the difficulties you're experiencing. Did they confirm the SIM card and the device where both register on your account? Would you please be so kind to send us a Private Message, so we can further assist you?
Note: For you to send a me a Private Message only need to click on my username, which will take to my profile, once you're there on the right side of the screen you will see the option to send me a Message.