TERRIBLE SERVICE. CANCELLATION REQUEST!!

URGENT ESCALATION: Online vs Retail Store deadlock. My online application passed credit checks but failed biometric delivery weeks ago, and the device was returned to the warehouse. The pending online order is locking my ID profile, preventing me from applying for a device in-store. I went to the MTN Cape Gate store, and we called in to Online Support at exactly 14:21. An agent named Amanda handled the call. She stated she was escalating the cancellation to her manager but refused to issue a service reference number. I am trapped in a loop with no reference number, no phone, and a locked profile. MTN Online team, please locate Amanda's escalation from 14:21 at the Cape Gate store and force-cancel this online order so my profile is cleared!