VOX Employees don't know how to support their products!

I recently ordered LTE from VOX and the sim card was delivered to me. I hadn't yet installed the sim card into my LTE router but I somehow managed to misplace it. I've been calling your contact centre since Wednesday last week and nobody is able to tell me how to go about getting a sim swap or replacement sim card! I get passed from department to department and nobody is able to provide me with the correct information. I think that it's absolutely pathetic that none of your employees know the process for a simple sim replacement. Why sell something if you're unable to support it properly?! I'm honestly considering cancelling my LTE and FTTH with you guys, I didn't expect such poor service from VOX!