Hello FwefWEeeee,
Welcome to the community!
Sorry to hear of your situation. You should note, though, these forums are community-driven and not intended as a venue for customer services. We do not have access to customers' accounts. In addition, you should also note that Fido does not offer customer service via email.
I understand you are upset with the situation. However, the situation you are experiencing is not entirely the fault of customer service. You cleared your existing eSIM and sold your phone before obtaining a new one. While I understand that selling an old phone before purchasing a new phone may be financially prudent, it does have unanticipated consequences. That decision was yours, not customer service. If your new phone is an iPhone, you might have been able to transfer the eSIM to your new device (see here).
That said, I also understand you have ordered another eSIM. However, I believe you might need to go a store in order to activate it. As far as I am aware, in order to update the SIM (physical or eSIM) information on your account, you would need to receive a verification code sent to your phone number (old eSIM)(see also here). That requirement is to prevent SIM-swap fraudulent activity. Unfortunately, since you no longer have your old eSIM, you will likely need to update the information in-store where they can verify your identity.
I further understand customer service may not have mentioned the need to go into a store location to update the SIM information. However, they may not have been aware of your situation. Customers usually can update the SIM/eSIM information online -- provided they can receive the verification code.
If you wished assistance with your matter, you would need to contact customer service again. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.
Hope this helps 😀
Cheers
