Why is this so difficult

In last week I was shopping around for LTE service provider options and started the ordering process on rain.co.za to see the pro rata costing but subsequently canceled. Not long after I received a call from their sales team offering me a R300 voucher if I placed the order immediately which I did. I gave her my ID number and email address she then confirmed my ID was linked to my old email address but I told her I do still use that email so we can go ahead and use that email address. I made the payment immediately and received confirmation from the courier with a number to dial to schedule delivery. I contacted them and they said they could not pick up my ID on their system. I then contacted rain again who said I just need to email them a scan of my ID which I did. They then emailed me to say I need to cancel the order, get a refund and place a new order on the new profile (which new profile? I never created a new profile??) I then phoned them again today to see how we could remedy this as quickly and easily as possible as I need the device for my new premises by end of the week for work purposes. I was again told I would have to cancel and re-order but when asked I got told I would now have to pay the full amount as the R300 voucher is no longer being offered. This is deeply disappointing and frustrating and considering I moved away from the rain network years ago due to similar issues in the past and thought that by now they would have their act together but it seems like I was mistaken