Delivery Nightmare

Let me tell you a tale about why you should never switch your phone line to Xfinity. Two weeks ago, I tried trading my phone in on the app to take advantage of the free line for one year with Xfinity Internet. The trade-in wasn’t working on the app, so I messaged customer service to see if they could do it. I wanted (and explicitly told the agent so) the iPhone 18 Pro in Burgundy, 256GB. Somewhere along the way, the agent changed it to the iPhone 18 Pro Max in Burgundy, 256 GB. Unfortunately, I did not notice this until later. During the trade-in process, I was not told that the phone was on back order. I found out from the confirmation email, which also had no mention of a signature requirement (this is important later). I decide to eat the extra cost and just stick with the Max, since it has a better battery life and the extra cost per month was a few dollars. I finally get my shipping notification, with mention that a signature will be required. Unfortunately, I will be at work during the shipping window, so I reach out to FedEx to try and switch my delivery to a hold for pickup at a location nearby. I am told by their customer service that they cannot change it, as there is a delivery restriction from the shipper requiring a signature and not allowing for pickup. I contact Xfinity chat, who tell me that no such restriction exists. I ask them why I cannot switch it then, to which they do not have an answer. Then, the agent tells me that I cannot switch instead go to an Xfinity location and pick up my phone there, and then cancel the delivery. I confirm with the agent (photo attached) that I can do so. I take the bus to the store, and the workers there tell me that they cannot do that without me losing my free line, and even if they could, they don’t even have that phone in stock. They tell me then to call FedEx back and demand that they hold it for pickup. This is their only solution. I call FedEx back, and once again they tell me that there is no solution other than to call Xfinity. It’s just two giant companies pointing the finger at each other and playing Monkey in the Middle with me. At this point, it’s been over three hours of contact with these companies. I decide to call Xfinity back again and after an hour on the phone, an agent tells me that a request to remove the restriction has been placed and that I can pick up my package at a FedEx near my house. The next day, I call that FedEx to confirm, and they said they have no record of a request to remove the restriction. I call XFinity AGAIN to request this, I am on the phone for another hour, with Xfinity of course telling me to contact FedEx to request a hold for pickup. I know that that won’t work, so I ask AGAIN for the restriction to be removed. After another half hour, I am told that my phone will be delivered to a FedEx Office location. At this point, I don’t trust FedEx or Xfinity, so I ask for a transcript of the call. The agent agrees, and I hang up. I never received my transcript, of course. Today, instead of going to the store I was told it would go to, it was attempted to be delivered to my house. TWO AGENTS told me that I could pick it up at a store, and that they contacted FedEx regarding it. FedEx has absolutely no record of an Xfinity agent opening a case with them, and now I’ve missed the delivery that was never supposed to happen. I have been lied to, sent on a wild goose chase, and straight up ignored for days. This is insane and no way to treat anyone, let alone a paying customer. What the [Edited: “Profanity”] do I have to do to get this restriction removed?