Sim activation gone wrong

After I received the sim card from your courier and had RICA done i was told to wait 2hours but now its close to a week, 5days still no activation yet. This was before the lockdown, i get it because of Corona service delivery might be delayed but the chat support team (after I finally get a slot in the queue after 5days) only advised i will not be able to have my sim active as i do not have the sim holder. There should be a database surely. 5 days workload piling....