Terrible customer service, impossible to speak to a manager.

I received a replacement SIM card that is not working. I have called/chatted with the support desk 3 times now and over 3 weeks and it is still not resolved. Most recently, I requested that the support agent using chat transfer me to a manager (called a team leader in Axxess lingo). She was unable to and asked me to call the support phone number. After waiting for 5 minutes in a holding pattern, I spoke to someone who said she couldn't help me but said that I should call back and just request a team leader. I told her I did not want to explain my story to anyone again! She said I wouldn't need to and that I could just request a team leader. When I called through, I duly asked for a team leader and the support assistant told me I could not talk to a team leader until I explained my issue to her. I told her that I would write a letter on HelloPeter and she said that that would be fine!! So here I am. I give up, getting a solution from Axxess support department seems impossible. Perhaps I need to dedicate a full day to this issue? If anyone from Axxess cares to resolve this please call me. I am strongly considering moving all my services across to another ISP.