I'm sure a moderator will read this post and be able to help in some way. However, this can sometimes take a few days. I hope your problem will be solved. It's very frustrating. 

Hello @kareem19900,

welcome to the o2 Community!
I see you have already received all the information you need today.
If anything is still unclear, please feel free to contact us again.

kind regards
Jessica

Hello Jessica,

I didn't receive any information yet, I just logged in and suddenly @Triskilia  answer become as a solution!!

I didn't have a time to write anything yesterday so I'm answering now .

I will try to contact the customer service today again, I don't know what is wrong with them but they ask me a lot of stupid question all of the questions that wastes my time should be in the system in front of them, if they just bother themselves a little bit and looked in the system.

Anyway thank you…

Hello @kareem19900,

I think there was a misunderstanding. I didn't mean Triskilias contribution, which is marked as a solution here. I had looked in your customer data and already discovered the information for a sim exchange etc.
And I've just seen that you've already had a sim swap today. Can you confirm this accordingly?

Kind regards
Jessica

Hello @kareem19900,

I have not received any feedback from you yet. Has your concern been finally clarified?

Kind regards
Jessica

Hello Jessica, 

Sorry I didn’t see your previous answer until now.

However, you are correct, I’ve requested a replacement for the sim card on Tuesday. 

But I got the sim card but after my last response I think you can see the future .

I also need to contact customer service again to get credit because I must pay 29.99 euro for the replacement sim card, I don’t know if you can help me with that . 

Thank you for your kindness 

Kareem

Hello @kareem19900,

Thank you for your answer.
It's great that it all worked out!
Of course we can also help you with another request. Could you briefly describe what you mean exactly?

Kind regards
Jessica