Ring claims they sent us a replacement camera but can't give tracking number

We have the protection plan. Called Ring 1 week ago and representative said we'd get replacement camera in 7-10 business days because camera broken. Representative said we'd get email with tracking number. Never got email. Called yesterday and was told camera not in stock and would arrive in December. We told them their website shows camera in stock and can be delivered in 3 days. Another representative took over call and said our replacement camera was sent out last week and would arrive this Tuesday and we'd get an email with tracking number. Still no tracking number. Currently on hold with representative who kept trying to contact "back end team" to get tracking number. This representative would not connect me to supervisor despite numerous requests to do so. On last request to talk to supervisor, the representative magically was connected to back end team and is supposedly getting the tracking number from them. This representative has supposedly been speaking to back end team to get tracking number (while I am on hold) for the last 20 minutes. Any advice?