Missing device

In March, I ordered a new device which was damaged during shipping and sent back. I have called multiple regarding the missing device and I’ve been told that a ticket was started and that I will receive the device in 3-5 days and still nothing. I have been billed every month for the device that I have never received. When I call , I am transferred multiple times and I’m told that the issue has been escalated and still once I get off the phone nothing is resolved.