Sim swap

Sim swap issue. My phone got ****** with my rain sim card inside. I've requested replacement sim, since i bought a new phone. Been contacting rain and sent what was required from me. It's been more than a week now, sim card still no service. They are telling me about back office is handling it. First they told me takes 24 to 48hrs for sim card to be activated. It's not the case with me. It's more than a week still no service. I'm really not happy with their service.