Appalling service

We ordered a sim card on the 11th of Dec and the actual order was only placed on the 18th. It's now the 26th and the sim has still not been received but a pro-rata amount has been taken for the month for a sim we don't have. When we called today they had not even changed the address. And yet on the rain platform, the correct email was put on.I have never seen such poor service from rain. It's appalling Then they say we hope they will deliver before the 31st as we are closing then. Like really