Fraud case

I called for new internet service in July 2025. Was offered a special on an iPad and received.  Shortly thereafter I received a call from a woman stating she was from Xfinity that reviewed all my acct info and told me I received the wrong device and I needed to return the iPad and I would receive the correct one in 24-48hrs.  Did that but never received the replacement.  Called Xfinity mobile back and was told I had been defrauded and I needed to filed a fraud claim and a police report.  I have been calling ever since to now avail.  Once I was told the balance has been removed but I received a bill for the amount of the iPad.  Each time I call for help I either get left on hold, hung up on, told someone would call me back(that never happens) or transferred to a different department. This began in July and now it’s October and it’s still unresolved. I have A1 credit and am concerned this will affect my report.  The customer service at this company is terrible.  I need help getting this resolved and don’t know where to turn.  Can someone please help!!

[Edited: "Personal Information"]