I ordered two iphone 16s from Xfinity Mobile in January, as an upgrade to my current phone, using a promotion which would provide a discount to be applied over 24 monthly payments.  My credit card was charged the first monthly payment and sales tax for the entire purchase. When the package was delivered I signed for it but inside I found an empty iPhone box that had been cut open. There was no sign that the shipping box had been tampered with so it seems likely that the phone was stolen in the warehouse distribution center or possibly in shipping. I took photos and called Xfinity.  The customer service rep seemed baffled so I followed up with a visit to an Xfinity store and a second call to Xfinity.  The second rep referred the matter for investigation and gave me a reference number. 

 

In the four weeks since then I have called Xfinity 8 times for information on the resolution of this matter.  I spoke with polite and apologetic customer service reps, but got no solid status information.  I also tried the online "Xfinity Assistant" with similar results.  Two weeks after the investigation referral I received an email from "shipping claims" asking for details, photos, and a police report, which I promptly provided.  In the month since then I sent follow-up emails twice but received no response whatsoever. Surprisingly Xfinity has credited my charge card for the first payment and sales tax.  However I am still being billed for 800.00 and the statement is nothing short of confusing. My most recent call, today, again provided no information.

 

 I see that there are a number of other instances in this forum of people receiving an empty box instead of a phone. None of the other victims indicate whether or how a resolution was reached. Is there any way to resolve this???