Issue with Account and Order

In December of 2022, I ordered a new phone. The phone's tracking information never updated so I contacted verizon to cancel the order in hopes that I could simply try again. Since then, my account has been completely messed up. Not only am I not able to order the phone again, my account is saying that my current phone is not paid of (it has been), AND the charges for the december upgrade are still on my account. I have had over 5 helpdesk tickets created and ignored about this issue. My phone bill is due but why should I pay for a phone that was never received. It has now been two months going back and forth with Verizon with no answer. 

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