About shui

Dear Sir, Mr. Robert from Billing Sept. promised to send me the wellcome pack some 3 weeks ago; and last Friday some one (chart) again promised saying that within 24 hours i can receive it. but so far there is nothing coming to my post box . instead i receive a reminder message in my m/phone yesterday n i made payments accordingly. May i request the wellcome pack again pls. and again why there is no bill in my mail box nor my email. regds. my account is (removed for privacy reasons)