Once you sign up they forget about you

I am still so unhappy with rain,I took the R595 package that contains 5G home wifi with 2 phones ,I lost my 1 sim in december 2023 and I requested another one,I hvent received it till today. And the one sim card I am left with doesnt work on calls and sms, it only allocates their 1Gig data and wont make or receive any calls. I am ,so I am basically not benefiting from this packagr