URGENT: Xfinity Mobile Stolen Shipment – Unresolved Ticket [Edited]

I am extremely frustrated with how this has been handled and am requesting immediate escalation of Xfinity Mobile ticket [Edited: "Personal Information"].

I paid $300 upfront when I ordered this phone. On September 12, my husband received the FedEx package and immediately noticed it was unusually light. He opened it and discovered that the phone was missing from the box. He immediately went back outside and repeatedly called out to the FedEx driver, but the driver left.

I contacted Xfinity immediately and followed the instructions I was given, including filing a police report regarding the stolen/missing phone. After filing the report i went to my local Xfinity location, and i provided the report # which they uploaded in the ticket. 

Despite never receiving the phone, the device is now showing on my Xfinity Mobile account as though I have it, and I am expected to pay approximately $30 per month for a device that was never delivered to me.

I will not accept being financially responsible for a phone I never received. I have already paid $300 and complied with Xfinity's requested claim process.

I am requesting that this case be escalated immediately and that Xfinity either provide the phone I purchased or refund the $300 I paid and remove the device and associated financing obligation from my account.

I have been an Xfinity customer for several years and would prefer to have this resolved directly, but if Xfinity cannot resolve an issue this serious after I have provided the requested documentation, I will have to reconsider keeping my business with Xfinity.

I have the police report #, packaging, delivery information, and video/security footage available. Please have someone with authority to resolve this contact me regarding [Edited: "Personal Information"].

[Title Edited: "Personal Information"]