Bad Service From Rain

I ordered my rain SIM card via a call with a consultant on the 05th of May 2023 and I have been waiting for the SIM card ever since but only to find out that the consultant put a wrong number on the system. The delivery guy could not contact me and tell me that my SIM card it’s on the way to be delivered due to the wrong number they put. I called today to find out a way forward as I need this SIM card but they said they cannot deliver the SIM card that I already paid for because they have handed the matter to another department and they said they will call me after 30 minutes but it has been over an hour still have not called me back….What kind of service is this because I have already paid for the SIM card