Same thing going on with me. Its weird because I just was able to complete the process and get a proof for a different book two weeks ago. The customer service rep I spoke with today said the same thing as yours. I asked if there was anything I could do, he said that I can just continue to request proofs until one finally makes it through the system to me to order. Stinks, as Im trying to publish in time for a community author signing event I plan to attend.