Issues with Online Order

I placed an iPhone 13 Pro Max order on January 12 and it has been stuck on Order placed for over a month now. I’ve gone to my local apple store and they can’t even figure it out. I’ve called multiple apple specialist and I have been transferred numerous amount of times and no one seems to have an answer on how to process my order and they can’t even look it up with my order#. It’s like my order does not even exist. I have not been charged for my order and can’t place another new order because this current order is still active. If anyone can help me that would be great!! Thank you.