PAYING FOR LITERALLY NOTHING

I am taking this creative route in hopes of getting assistance with an issue I'm experiencing with my personal Xfinity mobile account. I have been trying to get an early upgrade on my Samsung 23 Ultra, to a regular 24. I initially went to a local store for this transaction, but they did not have any phones in stock, so that advised me to go online  to do this process. I did this via a chat window with someone on 4/24/24. On 4/25 I got a FedEx delivery with an Apple Pencil,, not a Samsung Galaxy. I reached back out to someone via chat, and heard nothing. Finally on 4/29, I returned the incorrect item, again via FedEx, back to the originating address in Mt. Juliet, TN (I live in metro Atlanta area), and provided my tracking number to another agent in chat. I finally got an email on 5/1 telling me that I needed to send a police report within 3 business days stating the phone was stolen. I had trouble getting a Dekalb County officer to file this report, because nothing was stolen. So of course this took more than 3 business days to finally get this done, because not only did i have to CONVINCE someone to take this report, I had to WAIT for the report to BE AVAILABLE for me to get a copy of it. Meanwhile, my ticket was closed, I had to get another one opened, and attached the police report to that one. That one was closed with no follow up-I never knew these cases were closed unless I initiated a chat EVERY DAY.  As of today, May 24, 2 more cases have been closed and opened, and I still have no resolution. Now there are TWO Galaxy phones showing on my account-because I did not return the phone that was being upgraded, and I never did receive the new phone that I ordered. I went to a local store, and the poor young lady tried to help, but she was getting the same feedback that I was-file a claim on the new phone to have it replaced. (There has also been A RIDICULOUS LANGUAGE BARRIER THAT I CAN'T GET BEYOND) I cannot do that unless it's activated. Bottom line, no one will help me. They tell me to wait 48-72 hours then the case is closed during that time, so another one is opened, thus repeating the cycle. Let me note that I have been WITHOUT A PHONE THIS ENTIRE TIME!!! THIS IS NOT OKAY!!