Prescription didn't arrive

Hey. There are some problems with the website.

1. The ID verification. I tried it multiple times it didn't work but I also didn't get an error.

2. I'm already paying monthly and I also payed the setup fee but it's still prompting me everytime to fill out the survey and pay everything again.

Also there is a problem with the prescription

1. I waited 4 weeks for the prescription but it still hasn't arrived. And I got no update. (I did the consultation and they confirmed it to be send)

2. And I can't get it resend since the ID verification doesn't work.

Is there anything I can do or maybe did wrong?