Hello mailbromiaccet, thank you for bringing this to our attention, I am happy to help. The first thing we will need to do is confirm the order and eligibility status. There will be a delay in this process because we are not able to simply re-issue a new card.
I will need to gain access to your XM account in order to verify and review the details. This requires account authentication. When you get an opportunity please send me a private message with the following information; first and last name of the account holder, the account number, and the last 4 digits of the stored payment method on file.
When I receive the information, I will complete the research and follow up with you through private message. These matters generally entail an escalated process, I will be handling this request for you and we will remain in touch. Please let me know if you have any additional questions.