For some mind-blowing reason, the frontline support reps (Tier 1) are completely unable to cancel orders. They have to try and get a hold of someone on their “Orders Team” (Tier 2). The only way I could get an order cancelled was to call the support number and tell them to cancel the order and that I wasn’t getting off the phone until it was cancelled. This was a result of me calling two other times requesting a cancellation and being told someone from their Orders Team would reach out to me within 24 hours providing me with an update…I waited almost a week and never saw a single update, which was what prompted my ultimatum when I called the 3rd time.
It probably didn’t hurt that my order was an EA Scale order that had been sitting unfulfilled for over a month (since 3/24) when I called the 3rd and final time.