SMS CAMPAIGN STUCK IN MORE THAN 4 MONTHS!!!

Our service started on last August. But we still can't use text service, even though our service fee include text service. I called customer supports more than 5 times, every single time agents told me "they can't resolve the issue, and will escalate the issue to the upper division." Since then, no one follow up or no response received. What kind service it is? Is anyone know what should I do to resolve the issue? We changed the phone system to use text service. Our company can't accomplish the purpose of change... Please help.