What's going on?

[#1]

Order tracker tells me my details are still being processed, and will be able to progress when my phone line is active. My phone line has been active for over a week.

[#2]

Apologies for us picking this up rather late.
I have taken ownership of your order and will expedite its completion. I've left you a voicemail and will call back tomorrow with a date for it's completion (which will be soon).
I'll also investigate the apparent delays in getting the order raised in the first place.
Adam.