Replacement gateway

I need this issue escalated because I am extremely frustrated with how my gateway replacement has been handled.

My original gateway was marked as delivered, but the delivery photo showed a completely different address. I checked my camera footage and immediately contacted customer service. I repeatedly verified that the address on my Xfinity account was correct, and your representatives confirmed that it matched my actual address.

Despite this, I have spent nearly two weeks calling to get a replacement. On Thursday, I was told it would be shipped and that I would receive a tracking email within 24 hours. I have received neither.

I accepted this free upgrade because my current gateway frequently loses connectivity throughout my home. I should not have to keep calling or sacrifice my days off to pick up equipment because my original shipment was delivered incorrectly.

I am requesting that this case be escalated, that the replacement be shipped directly to my verified address, and that I receive written confirmation of the shipment and tracking information. Please also confirm that I will not be charged for shipping related to correcting this error.

I need an actual resolution, not another promise or another suggestion to visit a store.