Chat agent placed order for the wrong address and now I can't cancel the order and place new orders

[grassaria]

TLDR - I've been in Verizon purgatory ever since a chat agent placed an online order on my behalf and sent the order to the wrong address. Verizon is dragging their feet to cancel my order, and in the mean time the orders pending cancellation are preventing me from placing new orders and taking advantage of the $1000 trade in promotion. This has been dragging on for over a week, I'm getting zero assurance from Verizon that the promotion will still be honored after they process my cancellation requests and free up the credit allowance on my account.

This all started on 12/5 (Thursday) when I was having trouble placing orders online due to the Verizon website's inability to process my online order. I chatted with an online rep for over two hours while they inquired to set up details for the order - phone model, color, shipping address. They sent me a link to confirm the details. I immediately noticed that they upgraded an existing line instead of placing the order for a new line, and asked them to adjust it. After that, apparently the order review page is no longer accessible and I can no longer view details of the order. 

The rep assured me that they fixed all the problems on the order. At that time I still wanted to see the order details before placing the order, they said the link had expired and I'd no longer be able to see it. Then, I re-typed all details of my intended order, INCLUDING the shipping address, and asked him to confirm it before I placed the order. Their words were "rest assured everything is correct" and they said it multiple times. Since I literally had nothing else to go on, I trusted them and placed the order. 

After the order was placed, the order confirmation email had the WRONG address on it. I was still on the chat with the rep and asked him to either adjust the order to the correct shipping address or to cancel the order. After about one more hour of waiting, the rep was still unable to do either (and I guess it was nearing the end of their work day), and he offered to call me the next day (Friday) to get the address changed. I told them that we moved to another state and are no longer at the incorrect shipping address, so there would be no one there to receive the delivery.

Not only did they not call me at all, the next morningI got an email saying a FedEx shipping label was created. Upon further calling both Verizon and FedEx, I found that the phone was shipped WITHOUT requiring a signature. I spent 11 hours on Friday while I chatted with and called Verizon agents to try to get this order cancelled. I was even given an order cancellation number and was told their "order processing" team would take care of the delivery cancellation. 

Yet on Saturday and Sunday mornings when I tracked the shipment, the delivery was moving closer and closer to the incorrect shipping address. I then spent 6 more hours calling and chatting with Verizon to have them expedite the cancellation and reach out to Fedex to stop the delivery. I explained the situation and the agents added more notes to the same cancellation ticket/case.

Apparently all of this had zero effect on the shipment, because on Monday morning the order was marked as delivered by Fedex to an unoccupied address. This time I went to a Verizon company store, with hopes that someone would be able to help me in person to get it resolved. The employee at the store said all they can do is help me call their corporate number since the order was placed online... So I called Verizon customer service again, the rep said they created an escalation ticket, and that someone would reach out to me within 24 hours to resolve the issue and process the cancellations so that I'm able to place new orders for the correct address. 

It is now Wednesday evening (12/11), 48 hours have passed and I heard nothing from Verizon. When I inquired via chat once again, the chat agent said the tickets that were opened on Monday got closed because they were not the correct type of ticket(?), and this time they opened the "correct" tickets, but I'd have to wait once again until 12/15 when the cases can get a resolution. 

Also the chat agent is now refusing to escalate the ticket this time even though a different agent was able to escalate on Monday. Now I’m told there’s nothing I can do but wait once more. Despite of my repeated requests, I’m also getting zero assurance from Verizon that the promotion will still be honored after they take their sweet time to process my cancellation requests and free up the credit allowance on my account.

Ever since 12/5 when the erroneous order was placed, I've been on the phone with Verizon or chatting with Verizon for an average of 5 hours a day trying to resolve this issue. Every time the reps would promise me a date by which the orders will be cancelled, and they would even promise to call me on a certain date and time to follow up on the issue. Four different reps have done this and I haven't received follow up calls from any of them. 

All I’m trying to do is to place orders for two new phone lines and take advantage of the $1000 trade in promotion. Please help, pretty please!