The list your on with EBGames is a list submitted by the local store, but is being handled by their corporate distribution. There is a master spreadsheet that they can check to see exactly where you sit. If they aren't helping you, its because you reached a person that does not know how or is unable to access the spreadsheet. Just ask for a manager or asst. manager and they should be able to help you.
As an aside, my buddy is an Asst. Manager there and sits in on the Corporate conference calls. His impression is, that MS is sticking it to EBGames/Gamestop because MS wanted no part of a pre-order because they knew they were going to be be way short on opening day and piss a lot of people off who preordered. As a dis-incentive going forward, he thinks MS is shorting the GameStop/EBGames allocations. Truth to this? Unknown, but I think there is some merit to this.
If you look at it, I think this will end up working. How many of us are going to Preorder a release in the future, when we laid money down in summer and are watching people camp out and walk out the door with one from Best Buy? I think for things like the PS3, there will be far fewer preorders. The camp outs create excitement. Unfulfilled preorders cause anger.
The other kicker, is letting people order high priced bundles off the website to get their systems, and in effect jump in front of me, who has been paid up for 5+ months now. That also stings. I prefer a preorder to camping out, but I think for future releases I will wait 4-6 months.