Order Confusion

I just bought your system. Your response makes no sense. I’m trying to ascertain if you have my order and payment and if it has been shipped. My name is [info removed]. I am replacing an ADT system. I’ve had ADT for 8 years. I have had problems with ADT at my first house. I moved and got talked into a new system which has been a problem with the equipment. Now it isn’t working as battery died second time in two years. I replaced it with the one they sent me and although it worked for 5 min. It doesn’t work again.  They keep billing me though. It's still attached to my wall but says battery died. They won’t send someone to help. I need to get SimpliSafe up and running.