Can't add another line to my account

I need a another line on my current account urgently but the problem is the system does not allow it because there is a open vetting line and the blocks me from adding a line. The guys at Rand ridge mall tried everything to close the line but they can't because the store that assisted me that time has closed down. I am feeling very frustrated in this matter because nobody can help me.........I need this extra line as my current phone has been ******