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I purchased a sim a month ago and I don’t have it

I ordered a prepaid sim online paid a year in advance the sim was lost before I activated it I do not have a phone number for the sim so I can’t reactivate a new sim and I have call support we’ll over 30 times and have been on hold for more than 15 hours have screen shots to prove this anyway how do I either get a refund or get the number for the missing sim. I have the order number and Optus has my details that I purchased the card including my credit card.
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