Stolen phone and they are charging for it

I continue to send my filed police report to the xfinity. Mobile shipping claims email address which was provided to me by one of your representatives via phone.

They continue to say, they do not receive it.And they're trying to charge me for a phone that I never received.

On july fifth I paid off my old samsung phone so that I can purchase a new one from xfinity. On july 17 I upgraded my phone to a Samsung 25 via phone with an xfinity representative. 

On July 22 i received a notice from my camera that I received a package. I saw the UPS driver deliver a small box which I assumed was my new phone. Note at no time, did any other person approach My porch. When I arrived home, I collected my package and I noticed that the box felt light as if were empty.  And the package was still sealed. Upon opening the box as I suspected, there was no phone inside. I immediately contacted xfinity to inform them of the situation in which the xfinity rep. Inform me that I needed to contact the police and file a police report. While on the phone with the xfinity representative, I filled out a police support via online.  

The representative informed me that I wouldn't need to submit the filed police report to xfinities mobile claims.

I received the police report on august 8. I immediately submitted the police report to the claims email that was provided to me.  

Note while dealing with this frustrating situation, I noticed that my cell phone bill had not reduced since I had made the full payment for the old cell phone. I immediately contacted xfinity, letting them know that my old cell phone was completely paid for. The representative credited back my accounts and let me know.It would not happen again. 

I noticed that my cell phone again was at the higher rate. And when talking to the representative, they let me know, I was now paying for the new cell phone, which is not in my possession. They also informed me that this case is closed. I have filed all the proper documentation and this continues to be an ongoing situation  that has not been resolved.  

Either the phone I purchased was never placed into the box by the warehouse or the delivery driver removed the phone from the box and resealed. In either situation I never received the phone. This has not only become a frustrating situation, it has also become an inconvenience. I continue to talk to xfinity representatives and being given the runaround. One representative will tell me that the issue will be resolved within forty eight hours or what's.Other representatives have told me.I just I don't need to pay for the phone. In either case, this has become a complete inconvenience and frustration due to the lack of customer service. I have received in the past month. I need this issue resolved, and I need to be contacted by upper management. More than once i've been told when i've asked to speak to a supervisor that there's no one higher up than themselves. This is unacceptable service, and I hope I will hear from an xfinity management that can help me resolve this situation. Quickly.