The fraud case is still pending sing May 16 the case was opened with the police report (Ticket #: [Edited])

What happened

Returned Devices (Two iPhone 16) On May 6th, I placed an order for two iPhone 16 devices on the Xfinity Mobile website andreceived two packages on May 8th. On the evening of May 8th, I received a call from Adrian, who claimed to be from a local officeof Xfinity Mobile. He explained that they had sent the wrong iPhones and asked me to return them to the office. He assured me that they would send the correct iPhones along with a $100 gift card. Adrian sent a return label (FedEx tracking #: xxxx xxxx xxxx) andcalled me multiple times before I sent the devices back. By May 13th, I had not received the replacement iPhones. I called XfinityMobile at a different number because the original number ([Edited: "Personal Information"]) was no longer working. The customer servicerepresentative at Xfinity Mobile confirmed that they had never asked for the return and informed me that my case was a scam.They recommended that I report the incident to the police.

Although the case was opened with the police report, it is still pending, and my account remains on hold. Whenever I spoke with someone in customer service or the fraud department, no clear resolution was provided. I was simply told to wait, and it feels like an endless, frustrating, and hopeless situation. 

Additionally, Xfinity charged the full balance for the iPhone 16, which was stolen by the scammer, as well as for the iPhone 13, which I had paid off several months ago and am currently using. Two customer service representatives could not adjust the incorrect balance on the older phone. 

I hope someone at Xfinity Mobile handles this responsibly and resolves it.