PAID FOR: WONT NO ORDER BECAUSE OF NOT REFERENCE.....

I ordered items online which i paid for, and my order was processed and delivered at Mr Price Protea Glen in no time, the online service was great! Then i went to collect my order instore to my suprise they refused to give me my order as they asked me what my name i told the lady my name is Nokuthula Maluleke and they said they won't give me the order as the order is registered under Thuli Maluleke they need the reference number i told them i dont have a phone its broken, as i was buying at the shop i bought a usb cable to check if my phone will switch on as its broken and i dont have a ref i asked that lady to call someone to assist me as its Covid queues are very long i waited the whole 30min to get to the shop I had my ID to prove and they still cant help me I feel that its not fair for me as a customer who don't have ref BUT HAVE PROOF OF IDENTIFICATION and need the parcel BUT WON'T GET IT IN THE END.... MEANING I HAVE TO FIX OR BUY A PHONE AS THERE IS NO ANY OTHER WAY MR PRICE- PROTEA GLEN CAN ASSIST ME.....Help ME I AM REALLY FRUSTRATED........ I NEED MY ORDER........