Horrible Service from a new and promising network

I ordered my Rain Mifi Device and unlimited package Sim Card on 25 July 2019. The device and sim card were delivered on 29 July 2019. Impressive right? To my surprise the sim card was faulty and didn't work. I called immediately to inform them of this and requested a replacement sim. AS impressed as I was earlier, I was hoping to be equally impressed. 2 days later no response. I called to follow up and was told the matter will be escalated. I called again on Friday, 2 August 2019, I get the same answer, that the matter will be escalated. Monday, 5 August 2019, same story, The matter has been escalated. I sent an email complaining about the service. No response. I called again on Tuesday, 6 August 2019 and I was told yet again the matter will be escalated. I insisted to talk to the manager and he just saying they are still within their Standard turnaround time. Oh and they mentioned that they don't have a complaints department. SO if you want to complain, don't bother sending them a complaint as nothing will be don't. You have better chances of complaining on Hello Peter. My home and business are affected by this poor service yet people are just "escalating the matter". It should be called the "escalation mobile network".