Waste Management [WM] review: Container swap

in summer of 2023, my garden waste container and regular trash container became damaged. The lids have sections missing and the bodies are cracked. This damage is as a result of the physical process of being hoisted up by the collection vehicle. Whilst the containers still "work" the cracks and holes in the lids were causing an unsanitary ant and fly problem. I requested the containers to be swapped several times via telephone. Each time I was told to leave my containers out on my regular service day but they were never swapped out. When the customer service phone number disappeared from WM's website (or was made incredibly difficult to locate) I chatted with customer service via the messenger app (October 2023). This time a swap was scheduled for October 30th 2023. It didnt happen. I took the containers off the street on the 31st. Customer service told me that they went on the 31st but couldn't see any containers. They sent me a photo of my house asking if this was the correct house. To be honest it appears to be a photo from google maps street view. Of course there are problems with this situation: Firstly, I was instructed to leave the containers out on 30th not 31st. Second, the containers may not have been on the street but they are very obviously visible AND accessible in their off street location. Nobody knocked on the door, and nobody called at this time. Furthermore, I did not see evidence of a truck via my doorbell camera on this day. The swap was scheduled again for the following week and of course they were not swapped on that day. Customer service then told me that the containers were not even available; that they were awaiting a shipment of containers but that they would be swapped out as soon as they were available and to continue leaving the damaged containers on the curb for the entire day on my regular trash pickup day. That exchange was on November 8th 2023. On January 16th, after diligently leaving my containers out on pickup day for over 2 months I messaged customer service again and never got a response. I went back to the WM website and found the chat now function since I was still unable to find a phone number. To be fair the chat person appeared to know what they were doing. This time they told me that new containers would be delivered on February 5th 2024 and to NOT leave the damaged containers out but to get in touch after the new ones had been delivered to arrange collection of the damaged ones. They even gave me a reference number the the delivery of each container. On February 6th when no new containers had NOT been delivered the chat person said that the crew came but said that we already had containers so they couldn't leave new ones. Apparently the order had been put in as a customer needing cans that didn't have any. A swap was scheduled for February 12th. No container swap happened. The customer service rep filed a complaint 'on my behalf' and said to put the containers back onto the street for 48hours. Once again, no swap happened. Today, February 14th I was told that the swap is scheduled for February 19th. I asked to make a complaint and was told that I couldn't complain directly myself but that they would file the complaint on my behalf and email me the details. I have not received the details and have no reason to believe the complaint filed will be acted upon based on the previous complaint where nothing happened either. Waste management says over and over that "all cases are resolved within 48 hours". Well here we are, 5 months after I can prove the requests but in reality more like 7-8 months. Currently in my account dashboard there are 6 closed requests for the swaps with no notes or details attached to them (because they only go back 90 days). Equally, doorbell camera footage does not show any trucks arriving or departing other than the regular trash collection vehicles.

I have screenshots of all the chat conversations.