I had a similar problem with the ATT website so just ordered through Apple.
I did have to call ATT to make sure my $36 credit was applied. Waited for around 10 minutes to speak to a rep and was connected to a guy who was clearly on another planet.
He basically had a conversation with himself, talking about how my account was past due (it's not) and how because of that I'm not eligible to upgrade. I tried to explain I was not asking about that and tried to clarify that he had the correct account open, but he continued to ignore me and ramble on. It was like he was talking just to appear like he was taking a call. About 10 minutes in, the call cut to a women (who sounded like she was in the USA), she was much more helpful, but the call got disconnected and now when trying to call back I just get a busy signal after entering my account info.
To say ATT is having technical issues is an understatement. I did manage to record part of the call because it's unbelievable.