Executive Escalation Ticket Request

I am now at 6 weeks waiting on a new phone for my wife. I purchased through on 3/8 i think at xfinity.com a Samsung Galaxy S25 edge. FedEx lost the package. I called on 3/23 to report to xfinity that FedEx confirmed it was indeed lost. I was told it was taken care of and I was able to buy a new phone. We the new phone arrived I was unable to activate it because the s25edge was still pending on my account. This was April 9th, I called xfinity again and was told that the xfinity customer support agent never filed a ticket for the lost phone. At that time they opened a ticket and told me it would be 3-5 days for it to be resolved. I waited 10 days just to find out it was never a 3-5 day process and that it would be resolved 4/22 at 8:21 pm eastern. At 8:22 I received a text saying it will take longer. I called tech support back and was told it will be around another week or so. I was told it was in the hands of the shipping department and there is no way for me to talk to anyone in that department. 

Please help. All I want is to activate a new phone on her existing phone number so my wife will be happy. I can wait for the refund to process later but I need my new phone now.