Xfinity won't fix the mistake they make and won't refund me

​I cannot find a formal place to complain nor can I get an exact answer so I'm putting it here..

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​Last week, both me and my husband decided to switch to Xfinity Mobile from another carrier since we have their Internet service. We ordered two iPhones from them as well. I asked if I could pick up the phones in-store, they said no. So I guess shipping is fine too. Expected delivery date was today. When the order was confirmed, tracking shows that a signature is required upon delivery and if no one is at home, FedEx will drop it at a holding facility to be picked up. That was fine for us as we both work during the day.​

​Today when I was at work, I received a notification stating that both phones have been delivered and signed for. Puzzled, I checked my security cameras at home. No one came by today, yet the status showed that the phones were delivered and signed for.​

​I checked with Xfinity and was told that the delivery is today. I checked with FedEx and the system wouldn't let me check as the address I entered did not match the delivery address. I called Xfinity again. This time, asking them to check the delivery address. I was told that it was delivered to my old address. I have not had an active account there in over 9 months. My Internet account address is under my new home address. Everything on my Xfinity account is on my new address. Even the new phone contracts are under my new address. Why would they ship to my old address? I have no idea.​

​SOLUTION? No solution. After being on the phone with them explaining and explaining for over 40 minutes, no solution was given. Again, I asked if I could pick up the new phones in-store. The agent said no since they have been delivered. They created a case and said it would take 3-5 business days to investigate and get back to me. They are looking at a re-delivery to my new address. This is ridiculous consider tracking showed that it has been signed for. Depending on the outcome of the investigation, they said that they might or might not send me the phones. ​

​So I transferred to Xfinity Mobile, paid for 2 new phones. Xfinity shipped it to the wrong address and now I don't know if they are sending me new phones as they will not confirm this. Why do I feel ripped off?​

March 23 - Order made online for a transfer to Xfinity with 2 lines and 2 new phones through chat

March 27 - Xfinity sent the devices to my old address, which have been inactive for 9 months, not on my account anymore

Update:

March 30 - FedEx returned the package to the Xfinity warehouse. Xfinity confirmed this when I called them. The agent assured me that this order will be cancelled and I will be refunded. The issue will be resolved on April 1. I was also told that I can just go in-store to open the two lines and get the two phones. 

March 31 - I went in-store to transfer my two lines to Xfinity as well as get new devices. I did not do a trade in anymore. My new lines were activated on the spot. 

April 3 - I received an email from Xfinity about activating my first order as billing will start soon.

Mind you, these two devices have been returned to Xfinity warehouse. Confirmed by Fedex and Xfinity on March 30. The Xfinity agent assured me that this issue will be resolved by April 1 which is why I went in store to get the new lines and devices. 

April 4 - Contacted Xfinity about this issue again. I was told the same thing that the agent told me on March 30. This time they credited my account $10 for my troubles and said that I will received an email within 24-48 hours about this issue being resolved. I do not want the credit. I only want the original two lines to be taken out of my account and the payment for the original devices that were returned to the Xfinity warehouse be refunded to me. That is almost $300. 

April 6 - 48 hours, have not heard back from them

April 10 - Still have not heard back. All the customer service agents have been taking me in circles. It's 24-48 hours again and again.