I received an empty iPhone 17 box from Xfinity over a month ago, they still have not sent a replacment

I received an empty iPhone 17 Pro box from Xfinity which I gave to my wife for christmas. I immediately called Xfinity Christmas morning they told me to file a police report, which I did. The police said this is occurring a lot with Xfinity orders. I provided the police report to Xfinity on 12/29 (xfinitymobile_shippingclaims@comcast.com). I have a case number [Edited: "Personal Information"]. I have spent hours on chat and on the phone with support trying to figure out when I will get the new phone. The stolen one still shows up on my account as "ready to activate" so I assume I will be billed for it. Please, can someone help me understand what is going on?