Upgrade ordered via phone but nothing on account a...

after the issues with the online ordering i re-ordered over the phone and got a sales reference number and was told to expect upgrade within 3 working days
but via online account it says can take 24/48 hours to show on there, but shouldn't i have received an email confirmation by now that the order is placed?
or will that not arrive until it shows on my account

there's nothing showing on my account this is why i was questioning it
i finally managed to get through to someone but could hardly hear them and had to keep repeating myself - they say there is an order pending but probably won't get any confirmation about it until tomorrow and if i don't to then ring another number.
i think litterally depending on who you speak to depends on what information you are given back regarding an order.
i can't see why for some the order is on their account within a few minutes/hours, yet mine is still not there

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