Unable to cancel an undeliverable order with RAIN

I had placed an order with Rain on the 25th of June, unfortunately my order could not be delivered as I lost my I.D and will only be replacing it at the end of July. The courier suggested that I can the order and place a new order using my partner's details, I have been logging tickets trying to cancel via phone call as well as the Rain website but have received zero assistance, the call centre just tells me to wait 48 hours everytime but nothing happens, the order online still says queued for delivery with change to it, I am new to Rain and terribly disappointed in the support I have received in this regard