Mobile Order "undeliverable - damaged" by FedEx

This upgrade device order was placed on 7/8/2023, shipped on 7/10/2023.  The package was  never delivered to our address by FedEx, it was marked as "undeliverable - damaged" on Thursday, 7/13/2023.  

I called Xfinity on Friday, 7/14/2023 and a Shipment Claim was made, ECM0002729190.

Xfinity mobile customer service states that I should have received an email from the mobile shipping claims department, never received an email.  Xfinity representative is stating that I need to provide a Police Report, but how do you get a police report for a package that was never marked as DELIVERED?  Only proof that I have is the FedEx Tracking Detail which shows that the package is DELAYED and hasn't been delivered.  

I have tried several times talking to customer service over the phone and chat, they DON'T understand you CANNOT file a police report for item that I NEVER receive.

Please note that I am being billed monthly for a device that I have not received.  It's been over 2 weeks since the device has been shipped and hasn't been delivered.  I should not be penalized for a shipment issue between the shipper, Xfinity, and the shipping company, FedEx.  I would like resolutions on this matter.