www.safefilings.com review: They didn't help with the papers

I needed another social security card from the company www.safefilings.com. The rep assured me that they would help me to fill all papers and get this card. He told to wait for the email, which I got fast. I opened it and there was PDF file with the instructions, what I needed to do next. I tried to reach the rep, but he kept silence. So, I understand it this way that I need to do everything on my own, but why they have promised to help me then. Strange.