What service???

I've reported a faulty SIM card on 15 Dec 2019 and was told 3-5 days for delivery. Today, 31 Dec 2019 I followed up once again and was told delivery will be between next friday and next monday. Thats more than 20 days! They don't care about their clients and has shown absolutely no urgency in getting this sorted. Oh and then they also tells me my unused night time data will expire today! If you had send me the sim I would have been able to use it. Axxess, you guys really suck!