Remove the order you have an issue with so i can buy what i want. How hard can it be?

I downgraded my service a few days ago, ordered what i want and for some reason the installation day says "An error occurred" which is strange because I'm an existing customer (MWEB). I got the in app message to make a payment for the service i requested (20/10 coming from 40/10) and told to click on a link to complete payment for the 20/10 service which i did a million times but nothing happens, MWEB tells me they've "escalated" the issue to VUMATEL to cancel the order seeing that its still open and they cant add my service. I spend the whole day on 02/05 since 8am trying desperately to get this issue resolved but nothing happens. I called MWEB again this morning only to be told its been escalated again to VUMATEL and to wait again for 4 hours before i get another payment link. This has proven to be an issue AGAIN! How is something that only YOU can do is proving to be difficult? all I'm asking is for you to remove the order that you supposedly have an issue with so i can activate what i want...You are not giving the service to me for free, I'm paying for it. Why is this so difficult? I sit here with your modem connected to your network and no internet and you cant activate a service i want because of an error that sprung up on your system? This is mind blowing! Order No. X***1