Lost Equipment in Transit

I'm so disappointed in the assistance I'm receiving due to a lost device. I ordered a new phone on June 5th and I still don't have it. I've spoken with FedEx and received a control number. The FedEx representative stated the phone has not moved since it arrived at the hub in Memphis. I spoke with several representatives from Xfinity and I'm still getting the run around. I escalated my concern to a supervisor and that was a joke, she didn't even know why she was returning my call. She wanted me to wait until she read through the notes on the account before assisting me. My concerns should have been known by reading the notes on my account prior to contacting me. I was also advised that Xfinity has a FedEx Team that handles this type of situation. I am now billed for equipment I don't have. Plus I've paid the monies upfront on a phone that never arrived. PLEASE HELP!