Cancel a Store Pickup Order That Doesn't Arrive

[bktennyson]

I ordered an iPhone 17 Pro listed as "Pickup in store in 1 hour". After paying tax and upgrade fee, the status was suddenly changed to "Backorder".  No updates are available 8 days later. Verizon support would not cancel order. They stated that the order will be cancelled if I don't pick it up once it's marked ready for pickup. I am unable to contact the store directly, as the only option is to use speak with corporate when I call this store. How can I cancel this order and move on? I have money tied up in a phone that has no known arrival date (if any).

Let me add, I chatted with an AI bot that said I have no orders in the last 90 days. Customer service should be with a real person, not a bot that follows very limited algorithms.

[vzw_customer_support]

Hello bktennyson. We're sorry for the issues you're having with your order. To cancel your pre-order, log into your My Verizon account and go to "My Orders" to find a "Cancel my order" button, which will only appear if the item hasn't shipped yet. If the button isn't available, or if your order is a pending account change, you'll need to remove it via the "Pending Account Changes" page in My Verizon.

~Ivone

[bktennyson]

That page says there are no pending account changes. 

[vzw_customer_support]

bktennyson, I will be reaching out to via private message to further assist! -Sara