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Pending Order stopping me from upgrading

It has now been 5 days since my original purchase was cancelled because the phones I originally ordered were not available at the store for pickup, even though they showed as available online. I have spoken to customer care twice on the phone, numerous online chats, submitted a ticket to resolve the cancellation and the problem still exists. The suggestions made by chat and customer care to wait 24 hours has obviously not eliminated the problem and I am shocked by the lack of customer service to resolve this issue. Looking through the community boards this is not a new issue and should be able to be resolved in a more timely fashion.