No phones, no updates, no help

My husband and I placed an order two weeks ago at an AT&T store to have our phones shipped to us. We are switching from Verizon to AT&T. I attempted to track our phones and it still shows they have not shipped. I attempted to sign up in hopes to see updates. I cannot sign up because our phones have not came, which ultimately we have not been able to officially switch from Verizon to AT&T. When we try to create an account, it says it is inactive.  We were told when we placed the order that we would receive them after 3 days. It has been almost 2 weeks with no update and no help. We have already paid to start the lines and receive our phones. In which we cannot use the line we have already paid for yet, nor have we received the phone. We are both extremely frustrated and have attempted multiple times to receive help with our order and line. I don’t know what to do when no one can tell us anything, yet we have already paid for everything.