unbelievable service

I just contact Vodacom to inform them that I got an email to confirm a new contract that I took 1 September 2023 that is *****ulent, and it should be cancelled, Karen advised that it should be delivered first before it can be canceled, how is that possible as the phone is not yes delivered and will only be delivered on Monday. She refused to cancel it and advised to follow her process of going to the police station which I don’t mind doing. How is that possible Vodacom the phone is still with you guys and not yet delivered. Can it be flagged on your system.