Where is my replacement box???

Started having problems with one of my small X1 boxes. Dec 3, I miraculously got a live person on the phone and went through their routine. At the end of it all, I was told a replacement would be sent. 

After 2 weeks of waiting, I battled the phone system once again and was told a mistake was made and the box was never ordered, even though my bill showed an additional box. The agent said he fixed it and the new box was ordered although he could not give me any info like an order number or tracking. Well it has been almost a month since the initial contact and here I am with the same defective equipment and the pleasure of a higher bill to pay.

How do I get this resolved?