Never received phone

Good afternoon, please help. I ordered two phones from the mobile care department which upon receiving the package there was only one phone and the package had visibly been re-taped. By the same day called Xfinity and told them they created support ticket apologized and told me nothing else except I would receive correspondence once the FedEx claim is resolved. I waited 2 weeks called. They said it would be a couple of more days. I then received an email the first time hearing that I needed a police report pictures and a claim. Since I am not the shipper I cannot make a claim. And since it had been weeks past and I've never ordered online like this before I did not know I needed pictures and the police won't help one because I never received the phone in my possession therefore I never took ownership. The Xfinity would have to do this. I wasn't told I would need this stuff until weeks later and then for 2 months now I have been back and forth each phone call and manager I speak to. It's oh a tickets created. I will personally talk to the back office and get this resolved and removed from your account. And then once I call back after a week or so because I see that it's still on my account. I'm told I need a police report. Spend 3 hours on the phone to talk to someone who then tells me that it's going to corporate or it's going to the back office and a different type of ticket is created. And when I call back it's no. This is a lost or stolen device ticket. You need a police report. I am stuck and I should not pay for a phone. I never received ownership of. Please please help.