Good day @nasa25x,
If you pre-ordered a device but you want to cancel it, it is normally possible if the device hasn’t been shipped.
If the pre-order is not yet reflected on your account, we will not have the ability to cancel it.
Otherwise, please return it to us with the included return postage in your package and it will be refunded as soon as it is received.
If you have already spoken with a representative, who did not confirm the cancellation of your pre-order request, I would love to step in to look into this further. Since addressing the issue you’ve described involves accessing your account. I’m going to send you a private message from @CommunityHelps. Please check your messages via the envelope icon which appears in the top right hand side of your screen when you are logged into the forums.