Need help: Issue escalation and resolution

Quick background-  Went into Xfinity store and ordered new iPhone on June 1.  Needed to be shipped to us.  Sent FedEx and should have arrived June 4th.  Weeks go by, multiple calls to FedEx and Xfinity and finally get FedEx to admit it was lost or stolen.  FedEx case info provided to Xfinity reps no less than 5 times.  

Now July 21st.  Still can not get a replacement phone shipped to us because the original still shows as pending on our account.  Called more times than I care to remember and stopped in the store twice.  Last time in store, rep was helpful and submitted a help ticket to get addressed.  Xfinity support closed the ticket without resolving the issue. Rep sends another, same outcome.  

I fail to understand why this is so difficult to either ship a new phone or remove the pending order so we can place a new one.  Hoping maybe we can get some help via the forum.