Why is my order for a new phone still processing after 9+ days? When I paid for overnight shipping?

[KellyPols]

I ordered 2 new lines along with a new iPhone - and for the 2nd line doing a BYOD.  

I paid for the overnight shipping on 7/31/2023.  It's STILL in "processing". 

I've "chatted" with customer service about 5-6 times, each one taking HOURS to try to get answers and each time they end up with "check again tomorrow".  

This is so frustrating.  I've been a Verizon customer for over 15 years, and I've never had this horrible of service.  

Does anyone know why I can't get this order processed?     

Also - Customer Service told me that if I canceled this order & went to their store to just get a phone they have in stock, that it would take 2-3 BILLING cycles (aka MONTHS) to receive a credit from that cancellation. 

Why can't they just cancel an order that is obviously not "processing" so that I can go into the store to get whatever they have in stock???