Can't cancel a pre-order on Playstation and Support is doing nothing to help!

Contacted Playstation South Africa support via email days ago just to cancel a pre-order (Ridiculous you can't do it on the website or app either) and I have still not received a reply! I tried using the online chat but it just tells me it will redirect me to a support person and then does nothing! I can't believe it's so difficult to just cancel a pre-order. On Steam it happens click of a button if the game hasn't released yet! Ridiculous service from Playstation and I am considering to move away from Playstation all together at this point!