Fraudulent Activity - horrible customer service

I have been a customer for over 20 years but currently only for internet.  A few months ago, there was fraudulent activity on my profile and a mobile service was added in which they ordered 4 ipads on my account.  Upon seeing this, I called xfinity and advised them that this was not done by me and it was fraudulent.  The representative reviewed it, said that the person bypassed security processes and that this would be handled.

A month or so go by and I see that this is still on my account.  I call them back and I had to start from the beginning.  They opened a ticket for me.  Today at 10:21 EST they called me but I was on another call and could not answer.  At 10:24 EST I called back and I was advised that because I did not answer the call, they closed my ticket.  Again, this is the first time they called me, and because I could not answer my phone they closed my ticket and closed the case.  I called back in less than 5 minutes, I am sure it is clear from the activity that it was not done by me.  The ipads were never mailed to my home, where were they delivered to?  They did not call me so how did the perpetrators execute this.  These are all questions that should be evident, if they did the most basic fraud review, to determine that this is fraud. 

How do you have a process that you make one outbound call, if they don't answer you immediately close the case without giving the person a chance to call back.  Also, what exactly made your determination that this is not fraudulent, I am sure there are many things on the activity that would show that this is fraud.  Also, when I asked to escalate this, to make a formal complaint, the agent said there is no option for that.  that I may get a survey.  

You have to better than this, and I need someone to actually review my case, my open ticket and due a true fraud review.  I should not be harassed for payment on an account that is not mine.  

I need this handled ASAP!