Pending order won't go away

[MiMeQu21]

I realize this is a peer to peer forum, but I am hoping a moderator will escalate this issue to a specialist or that someone can offer some help if they had a similar experience. 

I cannot make any changes to my account online because it says I have a pending order. This has been very frustrating. While the Verizon reps have all been nice, no one seems to know exactly what to do. I have been on the phone with customer service, tech support, some e-service group, customer care, but to no avail.  I have been told there are no pending orders on my account. Yet, no one can get this phantom pending order to go away so I can access my online account. Some have entered help tickets, but nothing has happened. 

Surely someone at Verizon should know how to clear this order from the system? This has been beyond frustrating and I am getting tired at the lack of a solution.

If anyone has had a similar experience but were able to get the order cleared, please let me know what Verizon Department was finally able to do so.  If there is a moderator reading this, please escalate this issue. Thanks. 

[ElizabethS]

Have you cleared the cache, shut down the browser and restarted it? And if that did not help, have you tried a different browser?

[MiMeQu21]

Hello Elizabeth,

Thank you for the quick reply.

Yes, to all of your questions/points.

When I was on the phone with one of the Verizon reps, he had me do that.  I also did that on a different computer and two different browsers.  Still showing a pending order.

When I check orders that I placed in the past few months online, they all show being completed.

One rep. thought he traced it to a March order when I returned equipment, but billing said that has been cleared, so no one is sure why it is still showing as pending.

[ElizabethS · Accepted solution]

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.

Please go to your profile page here on the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.