Email link works but app shows no order

I recently ordered galaxy watch 4 40mm from the Verizon app . The email I received shows a link to the tracking for the product which says that is is still processing however the app itself shows nothing in the order history. I contacted customer support via the live chat feature and they said there was no order because they couldn't find it on my account. At this point I want to cancel the order but have no way of doing so since the option isn't available from the tracking link in the email and customer support can't find the order 

Re: Email link works but app shows no order
Customer Service Rep

Hello, WolfWalker1. We are sorry to hear about the issues you are having with your order. We can still file a cancelation request with the warehouse even if we can't find the order on your account. Let's help you get this order canceled. We have sent you a Private Note, please respond to our message to get started. *Cassie