Koodo is using Canada Post for SIM card delivery and they started charging you when they sent the SIM card out - NOT when you started using it. Have you received any service agreement or email to create your selfserve online?

If for some reasons, the sim card could not be delivered, customer would have to request a new sim card though. It might be too late as of now. How much did they charge you so far?

About $198, plus I received a mail about the Sim on its way to my address  and also another email about me creating a self serve online but I didn’t create it at the moment because I wanted to receive the sim first 

So your account was activated. As of now, if you haven’t used the service, you would have to schedule a call back from them using their Digital Assist www.koodo.com/chat and ask a rep to look into the account.

Hi there,

So if you already received the email that the sim was sent out and have been charged, if you can, you can head to a koodo kiosk or telus store and ask them to replace the sim.

That way you can start using the service and when you receive the other one in the mail you can just throw it away. This might be a better alternative as then you can start using the service, just note that they may charge you $10 + tax for the sim replacement at the store.