Unable to cancel pending order

Bom dia.  Sorry as I'm learning Português.  When I try to call and use the English option.   931 699 000 any selection ends with the system disconnecting.   I have physically gone to a store as well to explain my situation and cancel my pending order.   The first  technician September 12th told me that I needed to contact MEO for service.   Shortly after that visit I received another SMS for an install on September 14th.   I thought maybe it was a mistake by the first technician.   Second technician showed up and also said he could not do the installation.   I visited your store in bPlanet this morning September 15th.  I just wanted to cancel, but the representative told me.that he was scheduling an install for September 18th.   I would also receive a call from a colleague.  Explaining what is happening.   I'm not even a customer and this is frustrating as the technicians can't do the install and the representatives keep sending them for an install they can't complete.   All I want to do is cancel the pending order. Also, verify since the service can't be installed that there is no penalty costs.  Please help me as I just want to cancel the order and not have to keep waiting for technicians to tell me they can not install.  Thank you.