Why was my service repair order cancelled???

I sent my Xbox Series X to the repair center on 12 November, tracking number says it was delivered 16 November. Got an email today saying my service order was cancelled, but no notice of a refund (not expected since I bought it at Walmart on launch day)
or a replacement console. Im ready to scream from getting the run around with customer service. Why is it so hard to get a PERSON to talk to?????

:)