I have a phone on my account that I never received.

I have had Xfinity internet services for years. So, I decided on December 16, 2024 to try out the Xfinity mobile service. I placed an online order for the iPhone 16, pink, 256gb. The phone was due to arrive on December 17, 2024 and was marked “Damaged” by FedEx that afternoon. I called FedEx and was told that the device would not be delivered to me and to call the shipper (Xfinity) for details. I have spoken to countless reps and one supervisor. I am being told that Xfinity will not refund me my money, or remove the phone from my account until they “investigate” with FedEx, and FedEx returns the phone that they damaged, back to the Xfinity warehouse. None of which, is my fault or concern. The phone is still showing as line on my account, and not only is it taking up the amount of available credit on my account, I’m being billed for a phone I don’t have.

Order number : [Edited: "Personal Information"]

Tracking number : [Edited: "Personal Information"]

Ticket number : [Edited: "Personal Information"]

I had a supervisor attempt to contact the credit/collections team to see if they would increase the limit on my account, to no avail. The damaged phone that I never received, is taking up the available credit that I have on my account and I’m unable to place an order for another phone. I was told this process takes 3-5 days, and it’s been over a week. I haven’t received ANY emails from the “backend” or “escalation “ or “ shipping and claims” teams that these representatives keep telling me about. What are my options? Small claims court