Shipping Issue

Hi!

Who can help me resolve a shipping issue that has been unresolved for several weeks. I ordered a new phone for my son’s birthday; he’s 16 and using an old phone that desperately needs to be replaced.

The order was place on 4/1. On 4/4, FedEx attempted to deliver an empty box (it contained a shipping receipt without a phone in it). After verifying the empty box with the driver, I refused the delivery. I called XFINITY Mobile immediately to report the issue. They told me a ticket was opened. 

I have called multiple times over the last month to inquire about the status of the ticket. I have been told that nothing has changed in the status and that the issue was being investigated. The billing department told me nothing could be done until the ticket was resolved. I made my first device payment and protection plan payment in good faith that XFINITY would provide a phone. I was told last week that they were sending a phone, and it would arrive in less than 3 days. I received neither a shipping confirmation, nor a phone. 

I spoke with a “supervisor” today who told me, again, that all I can do is wait for the ticket to be resolved. 

I’ve managed shipping operations at Fortune 100 companies. It doesn’t take weeks to investigate shipping issues. It’s clear to

me they no action is being taken on this ticket. 

Who can provide resolution to this issue?