Upgrade Application Frustrating

I'm frustrated with the chameleon pace in processing my upgrade application. Requested a cancellation, which takes too long to process, the device I wanted has since run out of stock as a result. I was told the cancellation couldn't be processed before the phone is scanned back into their system, in spite of the fact that it never reached me,

Now that Huawei p30 lite and y9s are out of stock once again, and since I currently have no phone, I had intended to rescind the request to cancel the request for cancellation, which has yet to be processed in full. However, when I call the call centre, the automated response always says I've called outside working hours. How do we proceed from here?