iPhone 15 Pro stolen in transit

On 9/28/23 FedEx delivered an EMPTY box that was supposed to contain an iPhone 15 that I purchased. To say I was devastated was an understatement. After speaking to 2 representatives on the phone, I was told I would receive an email or call back within 24 hours that would outline my next steps. Never received it. The next day, I used xfinity chat, and the rep who helped me said I would need to call. I call again, transfer to 4 different people. The last person says they will escalate my concern and I would receive a resolution by today, 10/2. I call back today and of course no resolution has occurred and I have still not received  an email. I was then told I would need to email a police report and they provided an email. Again, I will have to wait. I am beyond frustrated. As a “platinum” member of xfinity, I have given A LOT of money to them over the past decade and this whole situation is unacceptable. Making your costumers jump through hoops to fix an issue is sad. This is a well known issue that is frequently happening with customers. The last rep I spoke with even told me she helped 2 customers before me going through the same issue. My experience is not unique, and I hate to think I have to switch providers because of the poor customer service. I had a friend experience the same thing, however their provider instantly shipped them a new phone while resolving the issue.  All I ask for is a clear and easy process to get this resolved. Meanwhile, my card will still be charged and I will miss the deadline of 10/12 to mail my current phone as a trade in. Someone please help.