Delayed process on my upgrade

I ordered an upgrade for my phone on December 31, 2024, as my current plan is set to expire at the end of this month. Unfortunately, I have not received any updates or order details aside from the initial confirmation email. I have repeatedly called customer service, spending hours on hold each time, but to no avail.

 

I will be travelling out of the country on January 17 and will not return until late February. I understand I need to return my old device, which adds urgency to my situation. I just had another phone call with a webstore agent this morning and my order was just processed meaning I've wasted 9days already. I'm frustrated at this point and just wondering if there is a way my order can be expedited