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Pending order unable to upgrade

I have been attempting to place an order as I would like to upgrade my phone. However every time I attempt to place an order it won’t allow me as I have a “pending“ order. I’ve called customer service several times and was assured that there is no pending order and that I would be able to place order immediately after ending call. I keep getting the run around with no solution. Any help is appreciated 

Re: Pending order unable to upgrade
Customer Support

We appreciate your efforts in working with us. As you mentioned that you had a pending ticket, can you share this with us? Please note that if your ticket is in a pending status, we request that you allow the ticket additional time to complete.-Lorenzo