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Stuck order pending

I am facing what seems to be a common issues for FIOS customers on this forum -- the dreaded 'Your order is pending' error message when trying to view / change service plan options.  My service was installed 2 weeks ago, and I was immediately dissatisified with the channel selection for the bottom tier TV package I had chosen.  When I logged into the My Verizon web page to view other TV package options, I was given the error message that I have a pending order and cannot make any changes until it is complete (which is estimated at 5 minutes).  What a joke -- that was 2 weeks ago!  I have called in several times in the hopes of being able to cancel the pending order, but it seems no one I've talked to can find a pending order in the system, and yet both the website and the My Fios app insist I have a pending order and cannot make changes.  The first time I talked to someone the day after installation they indicated there was a pending order and they would cancel it.  I waited a few days, and when nothing changed on my account I called back.  That time the person told me they didn't see a pending order, and that it must be something e-service could help with.  After being transferred to e-service, they said they only help with accessing web services, and since I was able to log in fine that they couldn't help with a pending order and sent me back to talk to another customer service agent.  This agent informed me that they too could not see a pending order, but the reason I was seeing the error message was because the website and the app were both in the process of being updated, and I should check back in 24 hours.  I didn't really believe that, but I said ok and waited another 2 days before checking again.  It has now been over a week since that call, and still nothing has changed on the account -- I still have a pending order and cannot view other plan options nor make any changes.  I do not understand how something so simple can be so hard to fix.  The ironic thing is this has prevented me from upgrading my service from the lowest tier TV plan I had chosen -- you would think Verizon would be eager to take more $$ from me!  I am really regretting my decision to switch from Xfinity to FIOS!

Re: Stuck order pending

Hi FlyingSquirrel,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger inbox for a message from a Verizon support agent. You can find your inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Response times may vary and may be delayed at this time. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.