Not transparent and worst service provider

Ordered a sim card on the 29th of January 2021, until today it has not been activated. When i call rain customer support i am told to wait 2 - 24 hours , apparently they are doing a system update. Cancelled with Telkom hoping to get a better service from Rain, now i am stuck with a useless sim card. My question is why allow new customers to order and deduct money fully knowing that the system upgrade will affect new sim activation and usage? I will be cancelling and i want a refund!