40 days I have been calling and I still can't get help. Worst experience ever! Lies and no accountability.

My name is Kathleen Hill. I have been having the absolute wordt and unacceptable experience with your company. And I dont know where else to.go for help. Other than social media at this point. If the right resolution doesnt hapoen soon that is where I will post the following to let everyone know what kind of compnay this is. Here are the details of my situation.

On 8/20/26 we filed a claim through Xfinity Mobile Care for a cracked screen. The claim was approved and we sent our phone out for repair. The phone was repairedand shipped back to us......only we never received it. FedEx delivered it to the wrong address. 
Assurant (the Xfinity Mobile Care company) investigated and filed a claim with FedEx, which resulted in us being approved for a replacement. YAY!! 

Not so much....they didn't have that model phone in stock so we had to wait 1-2 weeks. Ok no problem. We waited. 2 weeks goes by and I get no email or phone call, so I call Assurant again. 
🤨They are still out of stock. They offered me a deal if I purchase a new one somewhere else they woud reimburse me. 
Ummm, if I could afford $900 up front for a phone do you think I would be making payments to Xfinity. 🤔
So I opted to wait longer because, well I had to. 
30 days pass, still no phone of any kind comparable to my original device is available to ship. 😡 Seriously, a mobile phone insurance company has NO phones worth $900? 

So, at that point I thought, 'hmmm, ya know, Xfinity has had great customer service. We do have almost all of the available services, btw. I am going to call them and let them know about the situation. I spoke to an agent, honestly don't recall his name. He was friendly and helpful. Or at least I thought he was. 
He escalated the issue and looked into the Assurant claim. Then stated that he could submit a request for a replacement. YAY! Lol but theres a small problem. He can't submit a claim for replacment becasue the Assurant claim is still open. 
Ok so that claim needs to be closed in order to proceed. 
No problem...I call Assurant and explain the situation that I needed that claim to be closed so a new one can be opened. That was the easiest part of the whole thing. Done cancelled. So, I call Xfinity back thinking I could just let them know the was closed and they could go forward with the replacement. Oh, I don't know if I mentioned, during the first call we discussed whether we were open to any other model phones if the original wasn't available. To which we said yes of course. So moving forward I was under the impression that we would be getting the problem fixed!! Xfinity was going to do the right thing and fix this. Boy was I wrong!!! I just spent 2 and half hours on the phone with a representative waiting for the final approval for the order to be placed. It was mentioned we could possibly even pick the phone up at a local store. I stayed on hold while this person discussed the issue with the escalation team. I thought, oh they were already aware of this from the original escalation. This should be pretty smooth going.....ha! Like I said, 2 plus hours later. The agent comes back finally and informs me that 'unfortunately' they could not provide a replacment. And I would have to go back to Assurant and file a new claim and start over. And just wait until they have a phone available. Oh, but I have to continue to pay for the device and service. 🤷‍♀️😭 How is any of this ethical. Its just wrong! Fix your mistake. Your insurance company is responsible but admittedly cannot provide a phone, I just want a phone. I cannot believe thatna compnay would be that petty over $900. I pay you $400 every month!