sim bi;lling

I sent a msg to rain requesting a replacement sim of which ive been waiting for, for 8 months, suddenly i got a msg stating that they have billed me, 1stly i havent received the sim card n now they bill me for absolutely nothing, when i spoke to one of the consultants she said that they bill u even if you havent received the sim card, but how when ive been waiting for them for 8 months