Simkarte noch nicht geliegert

Hello
I have signed up for a contract on the 10th of July 2019 and it's been a month that I haven't received a SIM Karte , i cant register fully on the website because i havent recieved it yet so this account is linked only to the same email address my vertrag was sent to, i tried calling the hotline and ive went to a o2 center and they asked me to pay 30€ as if its an ersatz sim karte although i havent recieved it yet and im paying for nothing .