Bad customer care

I have a rain Sim for a while now. We fell into arrears which rain took off to get current, no problem. In the time that I was cut my kids lost my Sim card. I have been trying now for a month to get a new Sim from rain. I have called about 10 times, I have app**** on the app and online numerous times and still don't have a Sim card for the last month. Now they want to bill me for the previous month that I have not had any service.