Payment and subscription

I purchased my subscription almost 2 weeks ago, and none has been given so far. I been so patience with this ordeal, and I given proof that I made the purchase. Sadly no one, was able to help.
Imade the purchse on 2nd of Jan.
Paid via BTC Freekaasa
They confirm and ask me to contact the retailer\seller because the purchase has already been processed.
How long will it take for me to get the subscription I purchased. This is my first, and I intend to purchase again. But if you can't fix this guys, then I guess. I will need to bring my business to somewhere else