Sim replacement

So I received an email from qlink to activate my esim as i did it changed my number and ran into some issues with so i removed it from my phone and ordered a sim replacement 10 days ago as of now I haven’t received it and i been calling them every day and wait 2 hours for them to answer and they till me please wait once your sim is shipped we will provide you with tracking number and i will expedite the shipping process my leaving a note