Order canceled but Xfinity said order is pending

So l had placed an order for a 2 18 pro max , was waiting on my WiFi gateway to be delivered , after they were delivered and l activated it , l had an email that my mobile orders were cancelled and l had not been charged , l texted and agent and they told me that the order is pending , meanwhile had submitted my DL for both orders , the called me again and told me that , they don’t know when the 2 18 pro max will ship and it’s on pending , also when it go canceled l trued placing new orders and whe l enter my ssn and date of birth it says invalid , chatting with an agent was the same error that’s why they scheduled a call with me. Right now l am confused and don’t know what to believe, an email says the order has been cancelled, also am agent says it’s on pending , on a call they said they don’t know when it will be shipped , l don’t know which one to believe. I need immediate help to know what’s next