Extremely bad service and rude people

Two weeks ago my husbands SIM card was damaged in a sim swap gone wrong, these things happen so we were not angry but requested a new sim to be sent. The courier refused to deliver the SIM card due to the fact that the area is too rural for him and returned this card. As my husband was getting really aggressive with the call center people I decided to try help and was promised by a agent on Monday that the sim will be here Thursday this has not happened. I have attempted to call 5 times today, have received incorrect information put on hold indefinitely and told that I am the problem because I can't remember all the names of the agents I have spoken to. I requested to talk to a supervisor and was cut off. What must I do as my husband who works away from home has not had his phone for almost 3 weeks now and is getting very angry.