Device not working but being billed for it..

Thx you for returning my money on the extra device,however it's nearly a week an my device has no signal.. I phoned in yesterday an today an was told it was escalated cause the sim has not been rica'd.. according to the pamphlet in the box it says if you get you parcel the sim will be rica'd automatically. I'm still waiting. Or is it because it's the basic 5G no effort to those clients are put in cause most of my family who have the higher version are okay..pls treat all customers with urgency an integrity.its not my duty to go an Rica it unless otherwise stated.I need the device to work "plug an play" I don't think so.