Pathetic service

I ordered a phone online through their deals it was approved, logistics company called me and explained the process, the problem I have is I lost my id , the delivery company said they can’t give me koz they need to scan the id , m like I hav a passport they refused stil ,they suggested I cancel the order , my worry is they will start deducting money from my account whereas I haven’t received the phone, so I have been calling them to cancel my order ,agents whom transfered me from pilar to post as if they didn't know what they were doing mind you I have been calling for a week , I have spent airtime close to 600 I have emailed still nothing, the service is bad up until today I haven’t been helped am still seeking for help to cancel my order till I get my id👩🦯👩🦯