Really annoyed with Apple's service

So...I ordered an iPhone 12 Pro Max on pre-order day, within 2-3 minutes I was faced with the order confirmed page, with a delivery date of Friday next week (13th of Nov) and a web order number I stupidly didn't write down. After around 1 hour I realised I had no email from Apple and when I checked my orders it states they weren't available. I left it until the next day to find that all my orders appeared but no iPhone 12 Pro Max, I checked with Amex and the payment is pending, so I decided to call Apple to be told they are not taking calls, I have called them again today, again, not taking calls. I dropped message with support to see if it's a known issue, got given a phone number that is not taking calls. Anyone else had this issue?