Paid for a phone never got a phone

I purchased and preordered a phone march 2nd. One time payment of 142.15

They added the phone line to my bill for monthly payment for 36 months of 37 plus 19.99 for insurance

Delivery was supposed to be march 6th. Made it to the local UPS hub ware house. 

No move ment was told to wait until the 11th. 

March 11th ups claimed it was lost created a claim with xfinity and ups

Ups Investigated and verified the s26 ultra 1 tb is lost on march 17th. And will issue a refund once xfinity send the invoice

Been going back and fourth with xfinity about sending the invoice over so they will issue a refund. Even emailed them the police report they requested. With no response or notification the invoice had been sent 

Xfinity is not responding to email or phone calls about this or sending the invoice to ups to complete the refund they arent refunding or removing the phone line even though they have proof that its lost and still inactive. 

I preordered and paid on the 2nd of march and its now april and im still going back and fourth with them about the credit/refund. I havent received the phone I paid for nor will they remove it so I can reprocess the order. They are refusing to remove the line. 

I can't even switch providers if I wanted to because of this issue. Im told I have to keep waiting. Ive spoken to 40 agents in the last 30 days 16 phone calls all over an hour long. Went to 5 dofferent store locations per their request and they all give me inaccurate false information. No one can tell me the correct steps or policy in this situation 

I need the phone line removed so I can order the phone again or a replacement phone sent. This was the first resolution that was offered but was informed later that this was false. 

Even today on the phone wotu 4 different agents for over 3 hours total today just to be told to wait some more.