Xbox Elite Series 2 Replacement Controller never received

Hi,

After talking with support, I placed an order for my Xbox Elite Series 2 Controller to be replaced under warranty, because the right bumper was broken, with the order details below:

Order Date: 11/9/2020

Order Number: 1512172835

Serial Number: 02630008822011

I received an email on 11/14/2020 that my order was delivered, which told me that the new serial number with a new warranty was:

Serial Number: 02630010516001

However, the replacement controller had two broken bumpers (both right and left bumper). The serial number on the controller also did not match that which was provided to me, and instead the Serial number was Serial Number: 02630098473940.
When I registered this device to my account, it said the warranty had already expired on 9/9/2020 (which is before I had received the device). After going through support, I placed a new order for the controller to be replaced under warranty which had the
details below:

Order Date: 11/16/2020

Order Number: 1512623733

Serial Number: 02630010516001

I used the label provided and shipped my controller on 11/16/2020.

Today (11/20), I received an email saying that my order has been cancelled, after I had already sent my controller back. Confused, I contacted support, and received a call back around 3:30pm EST. I talked to the support agent, who transferred me to the
hardware department. After waiting on hold with support for over an hour and a half, I haven't been connected.

I am concerned that I will not receive my controller back replaced under warranty because of the confusion that has occurred.

Please advise.

:)