I also have had a crazy time with ATT's ordering system-
Nov 4th- 5 minutes after midnight, ordered 2 Lumia 920's for the full non-commitment price. One Yellow(for me) and one Red (for the GF) - 24 hours later ATT's system cancelled for no reason and put my account into a review status where I could not re-order for 72 hours while they investigate the cause!
I went to the store and called many times but to no avail.
Nov 8th- Was able to speak to a Rep and get my order for both phones resubmitted. Both went into "Processing" status within a day or 2. The Red Lumia 920 received a tracking number on the 13th and was received on the 15th. No such luck with the yellow.
I received about 4 cancellation emails from ATT, would call each time to make sure all was well, but each were false alarms. (40-60 minutes for each call)
Nov 15th- Received another cancellation message that looked different than the rest, this time ATT really cancelled my Nov. 8th order and resubmitted with a micro sim card! I was not happy! I called and they assured me I would not lose my place in the queue- boy were they wrong.
Nov 16th- Been calling daily since, I actually had a rep tell me that they called the warehouse- talked to a supervisor and got a priority order number, that my phone was in the warehouse ready to ship they were just waiting for the SIM and provisioning. She was going to call me back the next day with the tracking number. She did end up sending me a voicemail, asked on the voice mail if I had received the phone yet and did not provide a tracking number. I found out later she was lying that the reps do not have the ability to call the warehouse.
I am pretty calm and very politically correct when speaking with them on the phone. I did have 2 different Premier reps hang up on me when I asked to speak to a supervisor.
Nov 19th- Spoke with ATT Premier they told me that when they cancelled my Nov 8th order and resubmitted with the SIM card that I did lose my place in the backorder queue and would be receiving my Yellow Lumia 920 phone along with most that ordered on the 15th.
What a nightmare.
I do look forward to the day I finally get a tracking number and eventually receive the best smartphone ever!