Paying for a sim that is not active and failure to deliver my new sim

I have advised them that I lost my sim, they arranged a new sim delivery since 17 June and I still await the delivery however they have debuted my account for a sim that is not active , I have been following up and send multiple emails and to date there has been no response or assistance . When I track the delivery of my sim the address says Easter cape and I am gauteng ! Emailed them to take jot of the error they made ans rectify the address and still ko assistance so I am paying for a service I can’t use! That is *****!