Agent on chat told me ai would get a new modem in 3 business days, its been 6 days and no XB10, or tracking at all. At new home w/o net

Talked to an agent which was super hard. I got shipped a not working XB8 all scratched and DIRTY modem. I called an agent asking for a replacement. He said he was sorry that I got charged 15 dollars for a damaged used modem and that he would send me a XB10 instead and escalate to remove the 15 dollars charge. Now its been 7 days, no updates on order, no tracking, no modem. I am not moved in my new house with no internet access and a bill to pay in only 10 days for services I never received. If I can't get the XB10 shipped I want to cancel my account as I will block this auto payment from going through. Getting charged for a service I never was provided, being sent a DIRTY with sticky [Edited: Language] scratched and banged modem and get a shipping charge for it.