Rain Mobile Data disaster service

On 3 March 2020 I reported a problem with my sim as no device is seeing the sim (tried 4 different devices)... I was told they will be replacing my sim... on my 3rd time (Wednesday, 18 March 2020) trying to find out what is happening to the sim I was told that RAM has collected it for delivery within a day.... today, 20 March 2020 Rain consultant (Roman) could still not give me any answers and said he will escalate my query... Now, I don't have internet, I don't have a Rain sim to use and they still want me to pay the full amount!!!! Seriously!!!!!