Sim delivery late

[K_nine]

Hi, I ordered my new SIM ($15 promotion plan) on 12/11/20 in which the issue date was on the same day. I've received the letter of Equipment Order where it has stated that you have now shipped my SIM and Welcome Letter.

I have received NOTHING. I've checked your delivery standard times as quoted "Australia Post
Delivery of SIM card via Australia Post is free of charge. Delivery typically takes 3-5 working days for customers in New South Wales and 5-8 working days for customers anywhere else in Australia."  I am within the suburban area of Melborne. 

Today is 19/11/20 and I'm still waiting for my new SIM to arrive as you have charged the initial amount of the month already. When will you send my new SIM, if not - please send me a NEW replacement immediately, free of charge, as promised by your delivery standard time.

Please contact me privately via my email. I need answers immediately. My customer ID is xxxxxxx

Regards,
Muhammad

[Shane]

Hi @K_nine ,

Welcome to the community!

We're sad to know that you have not yet received the SIM card, we're able to locate the account using the posted information, we've seen that you have been in contact with one of our Mobile Specialists and discussed details of the current status of the delivery.

We will chase this with them for additional reference, further updates will be provided by one of our Mobile Specialists when update becomes available. We apologise for any inconvenience.

Regards,