Upgrade problems

I've done an online upgrade, got a "confirmation of order" email, complete with an order number and everything, however the order is on hold due to a "pending confirmation". Why now is confirmation necessary? I've called 3 times, where i've done the security check questions, how come my order cannot be confirmed telephonically WHEN I CALL? I've been awaiting this confirmation call back for 3 days after placing the online order, no one has been calling me!!!! But they can harass you for new deals anytime, no problem calling then!! This is ridiculous, really!