I recently ordered the new I-PHONE 5 on October 4th, and was PROMISED to ship the 26th of October. On the 26th I received an e-mail stating that my order had been canceled. Was on the phone for a long time with multiple representatives, and didn't get anywhere until today. The guy I had talked to reordered my phone, and said it is promised to ship November 16th. Let me state that I am adding a line to even get the I-Phone 5. AWESOME.
The only real time I have heard of such a situation is when the payment method is declined. If the payment method was declined and the order was removed, then, while it is unfortunate, it isn't really an issue with their customer service. Your spot would have been used for someone else who did not have any issues.