I really wouldn’t listen to live chat agents. They are pretty much clueless. The one guy tried to tell me the phones were releasing/shipping September 30th.
I found Live Chat to be hit/miss, but Twitter I've had a better support experience.
On a separate note, I got one Rogers plan/service change email this morning at 3:22 am (iPhone 11 64 GB purple), and one at 6:11 am (iPhone 11 Pro Max 64 GB Midnight Green -- I ordered two phones). I still have no shipping email as of noon. I shipped mine to home, by the way.
I reserved the Pro Max 256 GB midnight green first thing in the morning on the 13th (on the corporate site), showed up as #5 in the queue, and have had zero update since. Still #5 (out of 58) In Progress (Pre-Fulfillment).