Extraemely bad service to cancel a order

I accidentally placed the wrong address on a order (***5) I was told to place another order with correct delivery address. I did so and have now paid 2 orders. It has been impossible to get the order cancelled and refunded. Every agent I have contact (via email only) does not even look at history it just parrot style repeat why they cant cancel the order. On website my order has been shipped but apparently I must get a SMS which I amnot receiving and because no sms no cancellation can be done. R2155 is a lot of money and these people work like parrots just answer what is the norm, they dont bother reading the full history. I am so fedup I have no I dea what now?