New cable box is bricked - cannot reach a human over the phone to facilitate a replacement

I tried accessing multiview through my existing XG2v2-P cable box, but it displayed a prompt that the feature is unavailable on it. It allowed me to place a no-cost order to have Comcast ship me a new cable box that has multiview available, then I would simply need to just ship my current one back.

Once I received the new box, an XG1v4-A, I tried plugging it in and it simply would not power on. After trying it in several outlets, it was clear that the cable box came broken. I've reached out to Comcast Support several times to have them ship me another one so that I can ship both the broken my current cable boxes back, but it appears that Support has only added a third box to my account, which requires an additional payment - this is absolutely not what I wanted.

Can you please help me get a functioning XG1v4-A cable box at no charge so I can simply ship the broken XG1v4-A that I was given and my current XG2v2-P back to Comcast? It's proven very difficult to accomplish this through chat support since I was unable to connect to a human over the phone after multiple attempts. I would also like for the 3rd box service that was added to my account to be removed so I don't need to pay for an additional feed that I won't use.