I placed an order on November 6th to upgrade the device on one of my lines. There was an issue with the order on Verizons end, and after many phone calls to the customer service number I was finally able to cancel the order and receive my refund. However, I am still not able to replace the order and trade in my current device because it is saying there is still a pending order associated with the line, even though the order was cancelled weeks ago (even received a confirmation email of the cancellation after speaking to customer service.) This has been an extremely frustrating process that I have been dealing with for almost a month now.
I am sorry for the issue you are having, don't worry we will get this fixed. We will need to take a closer look, I have sent you a Private Message.