Remove device

I have made numerous attempts to remove a device from my account.  I purchased a Z Flip 7 phone in Coral Red in December 2025. The device was losted doing shipping and never received.  Xfinity refunded me but yet the device is still on my account preventing ne from upgrading.  I still have my old device which you removed and the new Flip phone is on my account.  I am paying for a phone that I do not have. I have had numerous tickets, escalation tickets and representatives help me to no avail.  How hard is it to remove a phone from someone's account. I am so frustrated that I may end my account with Xfinity and go else where. I am tired of making calls and nothing has been resolved.  12 years a customer and this is what I get.