Request to Change iPhone 15 Pro Max Order

That’s pretty much the standard response.  They definitely won’t/can’t swap your order while it’s in process.  You have to cancel and reorder the correct phone.  As far as cancelling the order, once it gets to a certain state of processing, they won’t let you cancel.  Your option at that point is to get the wrong phone, immediately return it unopened and reorder the correct one, or exchange it at an AT&T corporate store (assuming they have what you want in stock).  Make sure you return the wrong phone within 14 days and unopened, so you don’t get a restocking fee.  Also, make sure you get and retain proof that you returned the wrong phone within 14 days.

Also be aware that, if you did an upgrade, it usually takes a couple of days for the initial purchase to clear from your account and allow you to do another for the new phone.  

Changing your mind about the phone you want after you order it, especially when a brand new phone comes out and is in short supply, isn’t a good idea.  At the very least, it’s likely to be quite a while before you get the new phone, unless you’re very lucky and find one in stock at a store that you can directly trade for.

You'll have to discuss with customer support on that one. We are customers like you so cannot do anything with your order or account.

I have a thorough understanding now. I plan to go back to the AT&T store and exchange for a new phone. Hopefully, I'll be fortunate enough to get the iphone color I desire without the need to reorder online.

I sincerely appreciate you addressing my inquiries.