Stuck order pending

[FlyingSquirrel]

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!

[kh-gary]

Hi FlyingSquirrel,

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