Can Amex keep application pending after informing am pre approved?

I have been with AmEx for quite some time, and had an Optima credit card. No outstanding balance, so it's ok. Wasn't using it much, and so I canceled my Optima in order to get a new amex. The CSR had told me that I was pre-approved for blue cash credit cards. I applied accordingly, but it's still pending. IS this normal? I really don't want to lose this account.
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