iPhone from Xfinity won’t work!

I'm beyond frustrated! I've spoke to 5 different customer service reps, visited the Xfinity store and chatted with 3 customer service reps online. Here's my problem. I ordered a brand new iPhone 11 well over 1 month ago. I was transferring service from a Metro to Xfinity. The phone doesn't work! I'm pretty savvy with electronics and certainly know my way around cell phones! This phone doesn't work! One customer service rep told me that she'd issue a return label and I could return it for a new phone. Naturally that label was never emailed to me and upon my physically visiting the Xfinity store I was told that there was never anything in my files to even issue a return label. Custom service is horrible.I don't know where to turn now. Is there any way to contact someone who will actually help me? I'm stuck with this broken phone and paying for it! Please help! Thank you!