Xfinity is stealing from me! FCC, FTC, BBB and Attorney general will be contacted

In November of 2025, I received a phone call from Xfinity offering me a deal I couldn't refuse to switch cell phone providers. In this conversation, I was also sold insurance on the two devices we were bringing over. I gave the IMEI numbers for both devices. Everything was switched over. Everything seemed great until April of this year, when my son's phone stopped working. We called Xfinity on 4/24/26 to start the claim. When we went to Assurant, they could not perform the repair because they said the IMEI numbers did not match the phone's model number. Very long story short, the woman who entered my son's phone's information into the system entered the wrong phone, which did not match the IMEI number, and now when I go to my profile, it shows the wrong phone but the right IMEI number. Rather than a Samsung Galaxy Ultra 22 1T Limited Edition Red, it shows a Samsung Galaxy Ultra 22 512 GB in Black. That is not our phone or the phone I came in with.

We have been trying ever since to get a supervisor to fix the problem. We have made countless calls and spent countless hours of our lives dealing with this problem. We have been told again and again that it would be resolved within the day, but it never gets fixed, and meanwhile, we have been without a phone and paying 1899 a month for insurance that is not providing coverage. We just want to get this resolved. Can someone please help us?