Device-on-file error has blocked my insurance replacement for 30+ days — advanced ticket now 22 days old with zero updates

I need help from someone who can actually move this. For over a month I've cycled between the Xfinity Mobile support line and multiple local Xfinity retail stores (the first week was mostly with Assurant only to finally learn that the issue was with XFinity, not with them), and every contact ends the same way — "the advanced team is working on it, please wait" — with no updates and nothing resolved.

The actual problem, in order:

1. Around July 13 I filed an Assurant insurance claim to replace a damaged phone — my current device, an iPhone 17 Pro.
2. This is not Assurant's fault. Xfinity's system had the wrong device on file — it still listed my old iPhone 12, even though I upgraded to the 17 Pro at an Xfinity store months ago and the Xfinity app shows the 17 Pro correctly.
3. Because of that error, Assurant shipped an iPhone 12 — the wrong phone. They told me to return it immediately (I later learned it should have been activated first), which I did and Assurant has since confirmed they received it back.
4. The original claim was canceled. Assurant cannot send the correct replacement until Xfinity corrects the device on file. This is now entirely on Xfinity's side to fix.
5. It's been over a month. The "advanced team" ticket is 22 days old as of 8/21/26 with zero updates or contact — apart from 7–8 separate tickets opened and closed by text, none with any explanation of why, how, or when.

Where that leaves me: no working phone for a month, and I'm still being billed for both the service and the device.

What I'm asking for:

• Correct the device on file to the iPhone 17 Pro so a correct insurance claim can finally be filed.
• A credit for the service and device charges covering the time I've been without a working phone due to this error.
• A single point of contact who will keep me updated until this is closed.

I have my account details, all ticket numbers, and the Assurant return confirmation ready to share privately — just let me know the best way to get them to you.