Sim Swap, replacement sim card not delivered after 30 days

Requested for a sim swap in January as I lost sim card and was told it takes 5 to 7 days, every week I call and say they will escalate the problem because its taking longer than usual, today its the 27/02/2023 month later still I have no sim card, I called and requested them to cancel my service with them, I logged into my rain account and my service is not cancelled, please help by cancelling the service and i dont want to pay for February as i dont sim card