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Verizon "cancelled" my order but my order status still says Pending

I ordered a phone, then 5 minutes later realized I made a mistake so I cancelled.

It's been over 3 weeks and Verizon won't cancel the order and release my trade-in so I can order a new phone with a discount. 

I've called, chatted, and e-mailed and they will NOT cancel the order no matter what.

I'm stuck with my old phone because they won't allow me to order a new phone with a trade-in.