Desperate for help

I am trying to order a vkid vodacom watch for my childs bday for Thursday. Went into the store on Friday and they could not help saying there is a pending order. I am not aware of anything and I am worried about ***** on my account. They cannot cancel the order. Tried to call upgrades. Services. New lines. Customer service no on can pick up this order all they say is it is a partner of vodacom. I cannot by online because they dnt have it only the stores. The gentleman in the the store says he cannot remove it because the dealer has to. I just want it removed so that i can order and get the watch for my daughter bday. And no one at vodacom can help me get this pending item off my name. Pls help