No able to change service

[kbfios]

I am a current Verizon Fios internet and TV subscriber.  I am trying to change my service plan using Mix & Match.

I previously successfully  submitted a request to change my service using Mix & Match earlier this year and had an appointment scheduled for April.  I cancelled that appointment once the coronavirus lock-down started.

I am trying to go in now and submit a new service change request via Mix & Match but am unable to submit a request.  When I log into my account there is something stuck in my cart (I am unable to clear the cart).  There also seems to be a "pending order" on my account.  I have called customer support and used online chat and they say they do not see any pending order on my account.    I have asked customer service via phone and online chat to submit the service change for me but both said I have to do it online since I am going from internet and TV to internet only.  The item in my cart and the pending order are preventing me from submitting a service plan change via Mix & Match.

Anyone know how I can resolve this?

Thanks in advance for any assistance.

[LawrenceC]

Hi kbfios,

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.