Struggling with account - and canceling our order

My husband is trying so long to order something from homechoice we tried everything uploaded documents etc up until today nothing happen. so i phoned in to find out what happen and i try to cancel everything the lady said she can't help me to cancel the order . I understand Fully that he must phone in but i did not ask to disclose anything with me i just ask her to cancel the order. That is all. He is working and don't have Telephone benefits to sit on the phone till whenever they decide to pick up the phone.. Please cancel the current order