Xfinity not taking action on an unauthorized port-out for 5 days

My line was ported out on Sunday 11/29, without my consent, even after Customer service assured me that number lock was active and no port was possible. I filed the port fraud alert when I got the email notice. It turns out front-line service did not file the appropriate kind of ticket until 12/3, after calling nearly every day. I have been told to await for an email which would state what the next steps I need to take are, such as sending a police report. It has been 24 hours and I have not received such email from the port fraud team.

Xfinity's inaction and confusion are inexcusable, and I hope you can improve the situation in direct messaging.