Rain I've lost my phone along with my sim and have requested a sim swap and I still have yet to receive it

Rain I've lost my phone along with my sim and have requested a sim swap and I still have yet to receive it. It's been over a week, I've asked about my billing since it's taken so long to receive it and I haven't had a answer to both this questions. I have called the call center no and it's been on hold for over 10mins at a time, everytime I called. ***