Sim swap taking more than 2 weeks to be delivered

I requested a Sim swap 19 July 2023 on the Rain App after being ******. I them July 20th and I was advised that it would take 3 to 5 working days. I called repeatedly on Wednesday as that was the fifth working day and each rep i dealt with said they would call me back but nobody did. I called again this morning only to be told that the order had not been received. I am working remotely and this incompetence is affecting my job. I really don't know what to do anymore