Damaged Telecommunications Box

Hi there, I have tried several times to reach out to Xfinity via the phone to come out and look at a damaged telecommunications box. I am trying to assist my neighbor who does not speak English to help them get it replaced. Xfinity keeps telling me they are going to send someone and call me. It has not happened. How can I get this fixed? This is also my first time posting so I guess I'm unable to direct message. In other forums, I have seen where someone was given that opportunity. It would be great if an Xfinity employee could reach out and assist. Thank you!