The worst support on earth

My XBox Series X just died during play. I put in a repair order on the website. I Chose the walk-in center option for the repair. The website listed 2 options for me. Obviously i chose the one closest to me. So i left it at that waiting for a status update form Microsoft as displayed on the status bar of the repair order. Yet after weeks nothing changed on the status so i phoned Microsoft support for help. I have been promised call backs etc. but never received a call, all i was able to find out is that the listed walk-in center does not exist. So i tried web chats more than once, explaining the situation to them also being promised that my problem will be resolved in 1 contact. At the end of these web chats i was told that the cancelation of the repair order has been handed to the correct people and that it would take 24 to 72h. This i have been told more than told more than twice. I find it funny that as we are nearing the end of my xbox's warranty period suddenly nobody at Microsoft knows how to do a simple task like canceling a repair order. I mean how difficult is it to cancel a repair order. That's all i want. Just cancel the repair order so that i can chose the shipping method instead. But this proses has been going on for a month now. At some state I was even told that i would need to send back the replacement device in order for them to cancel the repair. I mean really?! Why would i cancel the order if i received a working replacement device? Its beyond me that this cannot be resolved in 1 phone call. i mean its simple. I call you and tell you my xbox repair order is *****ed you clear the order and i make a new one. How complex a simple matter like this has grown to be cannot be justified by any means.