Dec 19 order was stuck at UPS so they told me to cancel and re-order. 48 hours later, site still said I can't upgrade (and my VerizonUP money was still gone).
So I called Online Order Team (866) 338-7390 as hcbrown suggested and the first person I spoke to knew exactly what the problem was (needing to be CLOSED) after canceled. Unfortunately for me, since it was shipped and still not returned, he couldn't close it but I think this will work for many of you out there. For me, I think he is trying to bypass that and clear the site for me manually but again, I think this is the solution for most.