Are Xfinity's failed business processes really the expense of the consumer???

I ordered a security camera in August 2023.  Xfinity provided me with the tracking number on 8/11/2023.  I havent received the security camera.  Xfinity won't cancel or credit the installments of the camera. They said there is nothing they can do and it's my burden to track down the shipment from UPS.  This burden should not be mine! Does customer service exist anymore or are consumers just at the mercy of the large companies they do business with?  Last year I upgraded my modem and was given the wrong one at the store.  Xfinity said they had to ship that modem and did receive the correct modem by mail.  I was so busy it took me a while to return the incorrect modem.  Xfinity was charging me for not returning the modem, even though it was on them that they gave me the wrong one.  It slipped my mind that it needed to be returned and each month I was charged $15 for the equipment not being returned. (I should have paid more attention to my bill, but it was on autopay) I'm a single mother of 6, a teacher, and a college student who also has a small business on the side.  I literally have NO TIME to waste.  The only reason I'm taking the time to write on this thread is because customer service on chat or phone is not helpful! I was told I have to just continue paying my bill as presented and I will be credited at a later date.  The reality is it's looking like if I just give up and pay my bill, I will end up being the rightful owner of a security camera that was "lost"in transport.  I still cant believe that Xfinity's only solution is to put the burden on me of tracking down the shipment.  I've tried to file a claim with UPS and it's past 60 days since the delivery was due so they can't help either. Once again, consumer loses and big company wins. Is there anyone at Xfinity that cares about the consumer who is frustrated with the lack of customer service?