My order was never received and contacting customer support is impossible

I recently ordered a replacement SSD for my Surface and noted that the package was stalled in transit. After contacting FedEx, I was notified that the package was unable to be located and was considered lost. I've been trying to contact Microsoft customer support to report it, but instead I found myself talking to BOTS that provide no help, chats that take over 120 minutes to get online, and when they do, after you've been patiently waiting on them, if you don't respond in seconds, you go to the back of the line, or phone numbers that place you on hold for hours with no answer. Truly frustrating.