Getting the correct information or cancel my order of they say they cant

I placed an order on 8 January 2024,the lady said the lady said the order will take 7 to 14 working days and then I change my numbers cause I was the old customer I close my account with HomeChoice she updated everything from her side according to my understanding I even gave her a consent to check my credit score. Then after two days I get a phone call from another lady saying to me she’s from the processing department she can process my order until I gave them a copy of ID and and proof of resident she will send an SMS tell me what’s needed and I’ll click on the link on the Sms and scan them. I waited for the SMS still no SMS I decided to call and then I got another lady the lady we told me that I need to go to police station and certified my ID then emailed to them so I am busy getting different communication from the word the lady that I spoke with didn’t tell me anything about this didn’t say anything about that I need to update and send to documents she said to me I’m placing the other the order that to from Monday the second lady that I spoke with told me after she processes the other that’s when it will start counting now today I’m calling I’m getting a different message I’ve been a client before of home Choice for years then I paid off my account then now I needed something then now I’m getting this like no one knows exactly what’s happening no everyone is telling me a different story now can you please assist me because I want my order and then when I tell them okay then now that you’re giving me a runaround I don’t want the order anymore can you please cancel the order they said they cannot cancel the order because I cannot go to police station where is the other ones said send me an SMS and then scan then can you please get back to me and update me