Order cancelled by the system.

I ordered a phone on the 12th of November from the Vodabucks Store using the Vodacom App. The system cancelled my order. I spoke to an agent last week on the 18th of November. She sent a service request and also escalated it. I want the phone and not a refund. I have been trying to follow up, but the system always takes me to chat with Toby. I am tired of waiting, I want the phone.