Left completely hanging by Microsoft Xbox support

I tried to open a case online for a broken Xbox Series X controller and the website wasn't working/didn't let me. I chose all the correct options and when I go into my account online under repair orders there are 2 listed that both say "Something happened and we couldn't show your order details. Wait a bit, then refresh this page in your browser." So I wasn't able to make any progress on replacing a defective controller. So I called in a few weeks ago and a lady there tried to help me and said that Microsoft would be sending me a controller and that I didn't have to send the broken one back. I received an email from Microsoft stating that this would be the case. After not hearing anything from Microsoft for a few weeks I called them back. Another lady tried to help me and said that for some reason there was an issue between Microsoft and my bank. She could not explain to me why or what happened in any helpful way. She said I should call my back to ask them what is wrong. I told her that there is no problem with my bank account and also my credit card. Microsoft is successfully charging me for Xbox Game Pass Ultimate every month as well. I have also successfully purchased things on the Xbox. She sounded completely lost and confused and just said that my ticket was flagged by their "risk" team and was cancelled. So I received no call or email letting me know that they would no longer be sending me a controller. And my ticket was apparently closed without any notice to me, not even an email. The lady said she's opening a case with the "risk" team and that I should hear back from them "in the coming days." I have no idea what is going on over there. All I can say is that Microsoft has made a loyal long-term customer feel like a criminal for simply trying to get a broken piece of hardware replaced under warranty. I work in IT and have probably 15 Microsoft certifications and my choices in the office has accounted for millions of dollars in business going to Microsoft. I have to be honest in saying that I expect better treatment than this. Their support is horrible and their communication is horrible. I'm about ready to cancel my Xbox Gamepass Ultimate, sell my Xbox, and go purchase a Playstation 5 and their new cloud gaming service because I refuse to support a company that treats their customers like dirt.

:)