Empty Box Instead of an iPhone 17 Pro – Claim Approved, but Amount Due and Device Removal from Account Still Processing (more than 30 days)

Hello,

I received an empty box instead of my iPhone 17 Pro order, which I picked up directly from a FedEx facility. I immediately documented the issue with photos, videos, and a police report. My claim (ECM0021633799) was approved on May 12.

Since then, I have contacted Xfinity Support multiple times, but I have been stuck in a loop without any resolution. Although I received a credit for the device, my account is still showing incorrect information that is preventing me from purchasing a new phone.

My original order was:

• Order #3726402285180604140
• Purchased April 30

Currently, my account incorrectly shows a balance of $1,038.89 due on an iPhone 11. This is the same amount that would have been due for the iPhone 17 Pro had I actually received it. I received a credit for this exact amount, but the credit was never applied against the outstanding balance.

On the same day my claim was approved (May 12), an exchange order (#3726447286217856743) was created and has remained in processing status ever since. The system appears to be treating this as a device exchange, even though I never received the iPhone 17 Pro in the first place.

Because of this unresolved exchange order, my account remains in an incorrect state. I never received the iPhone 17 Pro because the box was empty, and therefore I cannot return a device that was never delivered to me.

I even visited an Xfinity store to purchase a new phone, but the representatives there informed me that my account is still tied up in this unresolved exchange order. Every support agent I speak with tells me to wait another 24–48 hours, but it has now been almost a month without a resolution. Multiple agents have made changes to the account, and each change seems to have created additional confusion.

What I need is straightforward, to complete the exchange order so it no longer remains stuck in processing by applying the approved credit against the outstanding balance and clear the amount due and remove the incorrect requirement to return an iPhone 17 Pro that I never received in order to correct my account so I can purchase a new phone.

The claim was approved nearly a month ago, and all evidence supporting the missing-device claim has already been reviewed and accepted. I would appreciate assistance from someone who can review the account and resolve this issue permanently.

Thank you for your help.