Stuck Pending Orders

Hi I have an issue in my account that there are stuck pending orders that keeping me from upgrading my plan to 5th gen. I need help to clear out all those pending orders, because I cannot purchase any phone or can do any transactions on my account. Ive been calling the mobile support and they said to wait for them to get it fix but its been 3 weeks now I haven’t heard angthing from them. I keep on calling the mobile support since then but they always say to wait for the advance team for ghem to get resolve the issue. Pls help me with this issue. I really need to get a new phone for my daughter because her phone is broken and she needs it on her school.