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I haven’t received my sim

I signed up for virgin media bundle over a month ago and at the same time I requested the oomph bundle. I still haven’t received my SIM card. 

I have received my first bill where I have been charged for the sim. 

I have tried to message over the chat however I have got no-where. They transfer me between the mobile department and the tv/broadband team. This has happened numerous times. I have tried phoning and spent 2 hours being passed between billing then to the mobile team who then hung up on me when I asked not to be transferred again. 

How do I deal with this? 

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