How long does it take Solidworks employees to complete the subscription service?

Well so far it has taken since May 2013 to renew my subscription and still I am unable to download the latest service pack as my serial number is not on the database.( Where it has been since 2003).

Can anyone explain what the issue is here?

You have my money and my VAR has spent many hours trying to get this fixed, but alas still no progress yet.