LTE router delivered with no sim and I have paid already

I signed up for a LTE router with data Sim on the 31st of March. Delivery was made on the 6th.When I opened the packaging there was no Sim card. I raised a query with Mweb same day via phone and they advised they will look into it with the courier company responsible for packaging and will return to me with an update in 24hrs to 48hrs. Same day on the 6th my account with them was activated seeing I had received the router nonetheless with no sim, meaning on my side I have not started using the service I have already been debited for. I followed up on the 8th and there was still no update. I followed up on 12 and the agent that assisted with the call advised they see query has been logged on my account but no update, he advised he will escalate and return back to me. I see I have a missed call as I was busy but no follow-up call was made seeing I didn't answer when called the first time around. No email has been sent either. It's already COB of the 12th and I still have a service am being billed for but cannot use as there no sim card. Service received is appalling. I have been the one calling to in for an update, no communication is sent to me by email or phone call.