Rain service deteriorated

I recently lost my Rain SIM card, so I called the support centre and the guy was helpful (I thought at first) to do a SIM swop and also upgrade Mme to a new package that I can allegedly get. He told me to stay on the line to speak to another person to arrange the delivery address. When the second person eventually answered she said she cannot do that, I must do it on the website. I looked at the website, saw there was a enquiry logged, and I added the delivery address. A week later I haven't had any response so I call again. The lady tells me there is nothing logged on her screen, so basically Rain doesn't have an order from me (the first guy obviously did the order wrong). She redo the order (now just the SIM swop cause I no longer trust the upgrade business) and I actually get confirmation from CCD couriers (that also had really bad service) that the order was placed. I tell everyone I speak to, to use a specific number as my phone with regular number is lost. When I get the "lost" phone up and running again, there's messages from the couriers that they cannot reach me (cause the didn't use the specific number I gave). When I do eventually receive the rain SIM, the reception is off most of the time. I'm in Bloemfontein and according to the Rain website, reception should be good in Bloemfontein but there is almost never reception for more than a few seconds before it drops. I've been a long time Rain client and never had issues before but it seems Rain service is really going backwards quickly...