Where is my stuff? Why do your agents keep telling me lies?

I ordered an updated gateway to XB7 Gen 3 or better back on 12/15 and was charged for it. I waited two weeks and contacted customer support. I was told by the online agent that the item was damaged in transit and was redispatched and would arrive yesterday and that someone would contact me with a tracking number. It did not and I never received a call, obviously. I contacted customer support again only to be told that the order was never entered into the system and that the whole damaged in transit and redispatched thing was pure fiction and that you would send me the gateway priority mail and it would arrive in 24 hours. The agent said he sent me a confirmation link but could not provide any confirmation or order or transaction number. I waited 30 minutes for the link to arrive only to get an error page because the link was expired! The agent assured me that I would get a priority call in the next 30 minutes and of course the call never came. Is this the kind of customer support you pride yourself on? Lies upon lies upon lies after charging me for hardware you won't ship? This is truly intolerable and I need xfinity to hold somebody accountable for this mess. Who do I need to annoy to get something accomplished because at this point if Mr. David Watson, your CEO wasn't unreachable and hiding behind a maze of flunkies to run interference for him I would call him up and give him a piece of my mind. Truly shamerful, xfinity.