Empty box- case going on for over 4 weeks

I ordered and iPhone 14 several weeks ago. FedEx delivered. Did not require a signature as was requested. Got home, and the box was just left at the door. Opened it and it was empty. Called several times over the course of this month and keep being told either the ticket is being worked on or it has been resolved. 

Received a text message stating the ticket was resolved and then received an email requesting that I submit a copy of a police report and photo of empty box. I don’t have the box anymore since it’s been over a month since I originally told Xfinity the box was empty. I wish someone had told me to file a police report from the beginning since it’s been almost over a month and I’m filing a police report on an incident that didn’t just occur. 

Also everyone I speak with at Xfinity doesn’t speak English and keeps referring to the phone as lost. If Xfinity is aware this keeps happening to their customers why are they having us do all of the work to file the police report and they are conducting an internal investigation with the shipper or in their warehouse. Is this a scam? The phone was also activated without my consent and a number that I did NOT request was added to my account. 

And why is this device still showing on my account as requiring payment when it’s obvious I don’t have the phone and need this removed from my account. I have 2 other lines with Xfinity and ordered a iPhone 15 (that I hope actually makes it to me). I am on the brink of contacting the Better Business Bureau because this is completely unacceptable. 

I need this phone removed from my account and my payment for the phone to be returned asap. This is my first experience with Xfinity and I am very disappointed in the way things are going.