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Why is Verizon holding me hostage?

I canceled a pre-order for my pixel 6 pro back on December 7th. My account still shows I owe for the phone despite me calling on four separate occasions, and canceling the order through the website as well. Every time I call, I'm told that the representative cancels the order, and that I have to wait a week for it to cancel on the back end. This has happened two or three times now, and it's been going on for about a month. My account still shows I owe $995 for a phone I never received. In the meantime, I cannot order a new phone, because it shows I still have a device agreement for a phone I never received. I'm honestly considering changing providers over this. It's been almost a month, and I can't get a new phone, can't switch providers, and I'm left with my pixel 4 that restarts whenever it wants to.

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Re: Why is Verizon holding me hostage?

Welcome to verizon.

This is par for the course.

Not once, ever, will you have a painless experience. Something will always go wrong. You will spend hours, days, trying to resolve this issue, and any other issue or request.

The website never works, and the support is incompetent.

Verizon is absolute garbage. I recommend TMobile.