Cannot do a simple swim swop

My 4G unlimited data sim card was ******. I called Rain and was told that they can do a sim swap. We requested the sim swop online. We were then told that the sim card can't be replaced because Rain does not offer the service for new packages. We told them that: 1. This is not a new suscription. 2. The subscription was not cancelled. 3. I need to do a sim SWOP only 4. The subscription is active and has been uninterrupted and Rain has kept on debiting my account for this service (thus acknowledging that the subscription is still active)

Our request has been once again "escalated", every time WE call THEM. They give a reference number amd then you don't hear from them again. This is horrible horrible service!