Western Digital RMA not being processed San Jose CA

I returned a backup hard drive to Western Digital when after two months it failed.   I went through the company RMA process.  Their online system indicates that they received the drive on September 22nd 2021. 

After a few weeks of waiting, I called the company.  They said the replacement drive would be sent, but would not say when.   I asked, what?  A week, a month, a year?  They had no reply.  I explained that I thought this was unacceptable.   Later in the day they called back and told me it would be sent, 2-5 days.   

I previously opted for SMS notifications.  I've checked the website and have received no SMS notifications.  Apparently the drive has not be sent and I was either lied to or circumstances have changed, which they did not feel any obligation to inform me of.   

Before calling I used an online reporting system.   Hilariously I received a reply with no new information almost two weeks later.  I replied to this email with the RMA number and received a reply a few days later with nothing having been done.