all esim service failed

Hi Support, 

I am facing several problems with the esim service:

1. Unable to order it on website, it said I had 3 multicards (which is not true, I only have 2)
2. Manage to go through the process in app as it knew i only have 2 multicards but then at the last step it said something like “service unavailable atm” 
3. Order it through hotline multiple times - no email received / only received after I make a follow up call / Nothing show in my account on the website, no where to install anything / my app will only shows “neues geraet x” and “in process” and I wont’ be able to click inside it to install anything
4. Got fed up with it and tried with a data card, finally manage to see the QR code, but then I can’t activate it because it says “Dieser Service steht Ihnen zur Verfügung, wenn Ihnen neue SIM-Karten per Post zugestellt wurden.
   SIM-Karten, die Sie von einem unserer Shops oder Händler erhalten haben, können ausschließlich vor Ort aktiviert werden.”

Please help as this e-sim thing has been an issue for a month.

Best regards,

LC