Change of Passport number to ID number

I need my passport number changed to my ID number on my Rain profile so I can RICA and collect my Rain 5G router which I have paid for over a week ago.

I went to the Rain store (Town Square), and the customer care rep took pictures of my documents and loaded them into the system, I was told it would be completed the next day. Two days later, I called the rain customer care, I was told nothing had been done on the system. Then I emailed my documents again. I went to the rain store for the second time, but they couldn't help me as my document change request hadn't been processed. A week passed and I contacted customer care again, only to be told that the request had not been processed and would need to be escalated again. I haven't been given a timeline of when this will be done and nothing seems to be happening.

Now I have paid to upgrade from 4G unlimited to 5G unlimited, while still paying for the 4G unlimited. Now it seems I will be paying for both 4G and 5G but I am only using the 4G. I know things take time, but please let me know how long it will take to resolve this so I can plan my life, don't leave me in the dark, and save me from taking multiple fruitless trips to the rain store.