NO SIM CONNECTION AFTER 3 DAYS OF RECEIVING ORDER, CALL CENTRE IS NOT ASSISTING

I have received my sim card and router order on Tuesday, the RAM courier company asked for my ID and Proof of Residence for RICA purposes. Today is Thursday and the sim card is still not connecting, I've been calling the Supersonic customer care line since Tuesday to get the sim activated only to be transferred from one call to another, after hours of waiting and agents stating my details are not even on their system I still got to no assistance. This service is very terrible...Imagine struggling to get connected 3 days later-how about a normal service call where I'll need assistance months down the line?! At this point I just want to cancel this service and get my refund because the airtime I spend kept on hold on these calls is equivalent to me purchasing my data privately!!!