FiOS order placed, but cannot ship because of existing service

Hi - 

I have been very frustrated talking to multiple agents and I am hoping that I can get someone who can help. I bought a new house, and ordered new FiOS Gigabit service in NY State. However, the previous owner of the house has neglected to disconnect their service, and Verizon customer reps cannot seem to force that disconnection. I have provided the deed showing that we bought the house to Verizon ~3 times, and have had 3 different agents tell me that they have taken care of the disconnection and that my order will ship immediately.

However, its been a week, and the Verizon.com status page still shows my order as pending and there's been no sign that the modem will ship. Can someone help, or am I going to forced to go with Optimum because Verizon cannot seem to ship my order!