Just Axxess things

I ordered a Cell C fixed LTE SIM on the 21st of June. I got a response that my Rica documents were invalid and was told to log in and send them. I sent them through the Axxess website using the client log-in on the 22nd of June. Today I log in to find out what's the progress of my SIM because it should've taken 10 working days. I message support and I'm told that the service was cancelled due to incorrect Rica documents. I checked the messages and notifications within the client zone and my message containing my documents was the last time the thread was updated. This company doesn't communicate properly. This happened before about 3 years ago and I actually cancelled my service with this company as they don't respond on their own client platform. The new service was added to my account and I was billed a delivery fee but I won't be receiving my SIM and no-one at Axxess felt the need to update me. When I spoke to support they couldn't find my ticket even though it's clearly still open on my side.