Cannot stop order

I tried to place an order for a phone and plan. I guess this is a lot to ask. I have had three emails and two phone calls to confirm my identity (I guess as nothing has gone anywhere). The money for the purchase was immediately processed and I have been charged, but somehow TELUS needs to ID me after taking my money?

Given how challenging it is to communicate with TELUS I am no longer interested in recieving this order and want to cancel. I cant do so online, and no one can connect with me to do so via phone. How do I do this without having to do a chargeback to my credit card?