Trouble getting the right DVR box

I had an XG1v3 DVR box that was having a lot of problems after having it for probably 4-5 years. I went to the local Xfinity store to exchange it and I was given an XG2v2-P. I was told it is the same box only smaller, and he showed me that it has the same connections on the back. I got it home and found that it doesn't have a clock or a light showing that it is recording, so it obviously isn't the same box. Looking into it, I found that this is a cloud DVR primarily intended as a secondary box, not a primary. I could live without the light and clock, but it doesn't (always) support pausing or rewinding live TV. I have been a Comcast customer for 40 years and my hearing is no longer very good, so I require closed captioning and the ability to back up when I miss things. I spent an hour on the phone a week ago and was told I would receive an XG1v3 in 3-5 business days. It has been a week with no indication that the order was ever placed. I spent another 45 minutes this morning, was told I would get a new box in 3-5 business days, but when I asked what box, she couldn't even tell me - and wanted me to "accept" a bunch of new charges for a second box. I was supposed to get a call back from a manager within 2 hours – that was 4 over hours ago …