I placed an order online to upgrade my phone and my wife's on 5/29. I immediately noticed I ordered the wrong phones and cancelled the order. The next day, I tried to upgrade again online, and I received a message that there was a pending order on the account, which I had cancelled the night before, including the trade-ins. A couple of hours later, I received a text that my order was ready for pickup at the store, which was odd since I had cancelled the order the night before. I called customer support, and they attempted a few troubleshooting steps but were unable to clear the cancelled order. They created a ticket to resolve the issue, with an estimated time of 6/2. Meanwhile, I continued to get text messages to pick up the order in the store, so I called the store and told them I wasn't picking up the order since I had cancelled it. They said the order would auto-cancel in 3 days for non-pickup. This morning (6/3) I received a text that the order was cancelled because it wasn't picked up. About the same time, my wife received a text stating that the ticket we opened on 5/30 had been closed, and the order was cancelled. Great I thought so I logged in to upgrade our phones and low and behold her phone is now clear to upgrade but my phone still has the message about a pending order. I called in again today, and the CSR told me I had to wait another 5 days before that message would clear. I don't believe it, since my wife's phone is now clar to upgrade, and mine isn't, despite both being on the same original order. I requested escalation and was informed that all the supervisors were in a meeting or on the phone. Something is broke and I need help.
