Help Required With Cancellation Of Incomplete Order

If any senior Vodacom staff members are monitoring these posts, will you please contact me and assist with cancelling an incomplete order on my father's account so that we may place a new upgrade order? I have tried doing this through the call center and the consultant I spoke with advised that the order was successfully cancelled, but the incomplete order remains active on my father's online Vodacom account and is preventing us from placing a new uo\pgrade order.