two weeks without service

I brought our mobile service over to xfinity 2 weeks ago and one of our lines is still not working. I have called in several times and get a different response to why our line is unable to have an esim added to a brand new Samsung phone bought from xfinity. First we were told the number did not port correctly, then we were told we needed to change the number, when we tried to change the number the esim still would not activate. It has been 2 weeks and they have offered no resolution. They will not let us return the phone, they will not let us try a different phone to see if the phone is the problem. They will not issue a new line to the phone and cancel the one that is not working. We have pretty much been told they don't know what is wrong and are not able to do anything. Will some one at this company please help me!!!