How to use the Crossborderit app for IOSS services on Shopify?

Yes the registration to IOSS was fairly simple, but we signed up over a month ago, no VAT collected, no monthly VAT reported and no fees charged …..your billing team is working on it !!!? Please explain what type of company does not have these fundamentals in place before offering the service. Customer service happy to send replies but don’t actually give relevant informative answers. Starting to wonder what is Crossborderit all about ?