No simcard after reporting it more than 20days ago

My phone was lost on 1June and I notified elite mobile on the 2nd of June in order to get a sim swop. To my shock, I was advised that it would take 7 working days for me to receive my sim card as they are based in Durban. I paid in the money for the sim card on this day in order to settle this issue right away.How is a person supposed to conduct their business without a sim card? As if the waiting period wasnt ridiculous,on the 10th of June I still followed up to check how far the sim card is, to my surprise, the sim was not dispatched. Marcel told me it world be dispatched right away. Last Thursday I called and the sim card was still not dispatched. Today I called twice and the sim card has still not been dispatched. Im beyond disgusted at the level of service from Elite. I will take this further with the ombudsman by tomorrow as this is such bad business practice.