I did finally get my problem resolved after untold hours on the phone and service chat . though it didn't get resolved by talking with Optus. It was resolved by a call to the communications industry ombudsman. It was only 2 days after I called them it was fixed and I got an apology from Optus . I doubt this means costomer service will inprove. I just know who to call if I have a problem now.
Were you given a reason why a SIM couldn't be sent out? Unless they were out of stock, this should have been a simple request to fulfil. Customers in rural areas can contact Optus to ask for a SIM.