Upgrading to new device issue.

I am very tired and frustrated trying to handle this. Ive ordered a new device on the AT&T website and its been almost a month and i still haven't got my new phone. i canceled the order so that i can just go to the store and do it there instead. Yet after 2 tries of canceling the order and 2 agents claiming it already has been done, i still have not got my refund  for the order i made. and i still see the phone i ordered sitting in my "ORDER STATUS". this tells me it hasn't been canceled. if it has not yet, then why haven't i received my new phone?  I feel stuck and at&t is making me run in circles. i don't know what to do at this point.