Very hurt and angry

I have been having issues since June 16, 2024. I lost my phone and called to have it replaced. The agent was very helpful but forgot to put up the apartment number on the shipping information. Just led to FedEx returning the phone. The phone never reached me. I called to see if I can re-ship it out but again I ran into issues. They informed me that they can’t ship it out until the phone returns back to them, but I can order another phone with a different line. I said OK let’s do that because I need my phone but then again ran into multiple issues. The phone finally returned to Xfinity and once it was returned, they cancel my second line without my authorization so now I’m left with one line no phone and I am very upset, no one has called to apologize for the misunderstanding. No one has called to rectify the situation. The closest Xfinity store from me is almost an hour and a half away. They keep asking me to send my ID and I’ve been with the company for five years and I’m a gold member.