"The lines are recorded" yet such conflicting information is given

Never have I been **** to by a many times. I spoke to a consultant from Rain and he told me I can use a copy ID to accept delivery of my router I told him I lost my ID and I am about to go do it. He said it's fine. Come delivery time they only want a original. I then asked them to cancel my order. Spoke to another agent called Tshepiso who told me Odense the manager will fastrack the refund it usually takes 3-5 day but it will be quicker. Now I am told I have to wait an additional 7-10 working days. Which I thing is appalling customer service to just lie so that the call ends.