After fixeing everything last year, im having problems again. WHAT GIVES?

i had an off set done last year, i proved myself and all was fine, i finally got my refund, this year is the same thing, i took care of everything last year and this year is the same thing, getting the runaround im not missing any years and i don't owe anything, i was supposed to get the emerald card and payed extra for it, i call ur number and all i get is a damn machine that talks spanish (what about us german settlers) and no human to talk to......i want to know whats up thanks