Trying to Upgrade My Phone [Edited]

I am trying to upgrade my phone, which I have done many times. Due to the new identity verification app that could not read my license my order was canceled. The trade in that was a part of the order was not canceled however. I went to the local xfinity store twice, chatted with a tech for over an hour, and spent an hour on the phone and nobody can clear out this trade in, so that I can place a new order. It was supposed to clear up after 21 days, but its still in the system. The order was canceled but the trade in is still bound to my phone, which blocks me from placing a new order. The message when ordering says "accepted offer already exists for this serial number" How is it possible that nobody at xfinity can clear this trade in associated with a past canceled order?

[Title Edited: "How to Write a Helpful Post"]