Sim card not delivered entering 3rd week, no respond to emails

I ordered and obviously paid for a sim card. Over 2 weeks down the line, not explanation, no respond to emails, no customer service to call. I have work to do and struggling because of this. Honestly this is really frustrating. Please can I have my refund I will try another network. Ask your courier RAM to call people to advise they at the gate, we won't sit there waiting for them to get arrive.