Upgraded but no modem sent after 8 weeks

I upgraded my service to 1.2 G and was to receive a new modem.  I got a confirmation of my new order but no confirmation of a modem being shipped.  It has been 8 weeks.  I got through to a live person on chat 3 weeks ago, an accident perhaps, and then had to reordered, (with lots of attempts to upsell phone service) got confirmation of the new order, but no confirmation of shipment.  Nothing received.  I've been automatically billed for two months so far for a service I haven't received.  This is fraud, right?  I cannot get any joy from the xfinity assistant which is designed to funnel everyone into simple answers and block everything else. Any attempt to follow up on equipment keeps generating a message that I will get a shipping confirmation in 30 minutes.  60,000+ minutes have passed. Perhaps I need to file a complaint with the appropriate regulatory agency?