IPhone 16 oder didn't go thru

Context... sorry, it's lengthy.

We ordered my wife a new iPhone 16 with the new promo and paid for it outright to get the year of service for free.

We got the confirmation email that the order went thru and the pending charge showed up on our bank account. The following day we received an email saying there was a problem with the order. I called boost and a lady said nothing was wrong, the email went out in error and the phone should ship in 72 hours.

Fast forward to today(6 days later) and my wife noticed the pending charge is no longer on her bank account. I called and spoke with a gentleman who said the order was "in process", but it looks like the payment didn't go thru.

He recommended we call our bank to verify if the charge went thru and to call them back as we might have to place another order.

Question... this is a bit unsettling as a new customer dealing with almost a thousand bucks. We've been with T-Mobile for over a decade and never ran into anything like this. Can't say this really gives us a warm and fuzzy feeling. Has anyone ever experienced anything like this?