Sim card not working

I purchased a sim card on 31/05/21, the sim was delivered on 02/06/21, I gave the courier my RICA documents and a few hours later got a confirmation that my sim card is active. It was not. I called on 03/06/21 and spoke to a lovely lady who did her best to assist me but could not. She escalated my call to the network department who said they would call within 2 hours but they didn't. I had to call again in the evening to follow up, I spoke to another very helpful person in support who also tried to assist but failed.

I shortly after that got the following email: 2021, 19:03 SAST

"Hi Natasha

Thank you for reaching out.

Kindly note that upon investigation, I have discovered that your sim card is not registered to the network. Therefore, I have completely delatched you from the network and you are required to reboot your device as this will result in the restoration of your connection. "

After following the instructions, I still wasn't able to get network connection, they did confirm that my area has coverage, however, nobody is able to assist me. Please may I request that this matter is escalated and that I may get the relevant assistance as I would not like to go too long without a service that I have already paid for for the month.

Thank you, Natasha Kawimbe