HELP! Phone Upgrade/Cancellation Process is Broken!

[Chaswelf]

I placed an order online to upgrade my phone and my wife's on 5/29.  I immediately noticed I ordered the wrong phones and cancelled the order.   The next day, I tried to upgrade again online, and I received a message that there was a pending order on the account, which I had cancelled the night before, including the trade-ins.  A couple of hours later, I received a text that my order was ready for pickup at the store, which was odd since I had cancelled the order the night before.  I called customer support, and they attempted a few troubleshooting steps but were unable to clear the cancelled order. They created a ticket to resolve the issue, with an estimated time of 6/2.  Meanwhile, I continued to get text messages to pick up the order in the store, so I called the store and told them I wasn't picking up the order since I had cancelled it.  They said the order would auto-cancel in 3 days for non-pickup.  This morning (6/3) I received a text that the order was cancelled because it wasn't picked up.  About the same time, my wife received a text stating that the ticket we opened on 5/30 had been closed, and the order was cancelled.   Great I thought so I logged in to upgrade our phones and low and behold her phone is now clear to upgrade but my phone still has the message about a pending order.   I called in again today, and the CSR told me I had to wait another 5 days before that message would clear. I don't believe it, since my wife's phone is now clar to upgrade, and mine isn't, despite both being on the same original order.  I requested escalation and was informed that all the supervisors were in a meeting or on the phone.  Something is broke and I need help.

[datapower]

@Chaswelf 

This situation is incredibly frustrating—especially since your wife's phone was cleared for upgrade while yours remains stuck in pending order limbo. Verizon's system should have processed both cancellations equally, but something clearly went wrong.

What’s Likely Happening?

• Verizon’s pending order system sometimes fails to clear properly after a cancellation, even when the store marks it as unclaimed.
• Some users have reported that pending orders can take up to 5 days to clear, but inconsistencies in processing times suggest this isn’t always accurate.
• The fact that your wife’s phone was cleared while yours wasn’t indicates a system error, not a standard waiting period.

What You Can Do Next:

1. Request a Manual Override
• Call Verizon and ask for a manual override to clear the pending order on your line.
• If the first rep refuses, request Tier 2 Support or a Supervisor Callback (even if they claim they’re unavailable).
2. Escalate via Social Media
• Verizon’s Twitter Support (here) has been effective for some users in getting faster resolutions.
3. Visit a Verizon Store Again
• If possible, go to a corporate Verizon store (not an authorized retailer) and ask them to manually clear the pending order.
4. File a Formal Complaint

• If Verizon refuses to resolve this, consider filing a complaint with the FCC or Better Business Bureau (BBB).

This issue shouldn’t be happening, and Verizon needs to fix their system to prevent customers from getting stuck in these endless loops.