Xfinity Mobile Phone Order Stuck at FedEx for 13 Days — No Response to Escalation

Hello,
I am seeking assistance from the Xfinity support team regarding a phone order that has been delayed without updates for 13 days.

On April 22, the package stopped moving at the FedEx facility. I coordinated a three-way call between an Xfinity Mobile rep and a FedEx rep. FedEx advised that they required Xfinity’s shipper account number to investigate. The Xfinity rep said they would open a FedEx claim directly and copy me on the correspondence. That never happened. I have had no updates since.

I’ve tried following up through phone support multiple times but have not been given a case number or resolution.

At this point, I would like confirmation that a FedEx claim was opened, or for Xfinity to arrange for a replacement device or refund. This issue has gone unresolved for nearly two weeks and I would appreciate immediate escalation.

Thank you for your help.