not able to order a device for newly transferred line

hi , I am trying to transfer a line from another carrier. The initial plan was to use the old device but it is not working on Verizon network, so we are in the process of ordering new device. I have tried to place an order for my device through the sales rep. , somehow it is getting canceled and no one knows the answer. The sales rep. are not helping, all they are doing is transfer from one person to another.  No one is taking responsibility and helping me out. Can please someone help me. Verizon customer service is very bad.



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