Ok, this happened to me today. I got my JUMPgrade through on 9/12 at 9:07AM PST. Backordered on the 13th. As of today no charge, no nothing from TMo on the bank end.
I called to verify. The automated system said I had 3 (!) pending orders. Two beginning in 213, one in S000. The two 213 orders had been canceled because no EIP was signed (one was placed on the 11th, so I'm guessing system noise more than an actual order) and the third was processing. Transferred to a rep to confirm and things got murky.
First rep had no idea what she was doing, transferred me to a sales rep who was the wrong person for the job, but he got me to a mid-level US based rep who could see the canceled orders and that was it. After some investigation, she could see the trade in order, but no details. She escalated it twice, and the latter rep confirmed this.
Finally I got to a tier 3 rep who let me know yes, the S000 order was valid, but that NO ONE below her would understand or see it without logging into my account. Per her words, online orders are handled through the website, in store through in store, and phone through customer care. None of those overlap, hence if you ordered online, the CC rep MAY NOT see that order.
So make sure you pursue all courses before you simply reorder. It may not be visible to the rep but might also be there FWIW.
Also worth noting, the tier 3 rep informed me that all orders were first come first served and would ship on the 19th. Not that I necessarily believe her despite her being incredibly polite.
