New phones and watch sent to the wrong address

Hello - Phones & watch shipped to wrong address.

On 3/4/2026 we went to an Xfinity store to get new phones. I told the sales rep in the store that I had not been able to update my address from CA to FL even though I've been trying for 2 years. 
She said no problem, the phones and watch will ship to the correct address. 
She also opened a ticket on our behalf to have the address updated [EDITED: Personal information.] When I try to access that ticket using the link I received via text message, I am told there is no such ticket.
I talked to Customer Security Assurance (number provided by sales rep) on the same day (20 mins after leaving the store), and they also assured me that the address was being updated and everything would be shipped to the correct address.
The same evening (3/4/2026) I received notifications with 2 Fedex tracking numbers and a UPS tracking number - when checking the information I found that all 3 had the wrong address (my former CA address).
I then called mobile support (again, number provided by sales rep earlier that day). Same story - "everything is fine, we will intercept the deliveries and reroute them"

On 3/5/2026, I tried my luck again - contacted support via chat (with Nandini). I was told that they needed to check with the "advance team" - and came back saying that xfinity is unable to change the address once the orders are shipped. They opened another ticket for me [EDITED: Personal information.] which again, I was unable to access from the text message. I was told there is no such ticket.
During the chat with support, I got a notification saying that [EDITED: Personal information.] was resolved. The agent assured me that everything would be resolved, I just needed to wait a few days for everything to be updated. 

I have now received 3 reminders to send back our old phones, which I can't do, because I do not have the replacements.

I have Xfinity internet and mobile service, but when I log into my account and click on mobile, I am told I have no mobile service. The people in the brick & mortar stores are no help at all - they tell us they are unable to update any customer info - even though I am sitting right in front of them.

It is now 3/9/2026, I do not have the new phones or the watch. I have NO updates from Xfinity. According to Fedex, one package is on the way with "corrected address" although I cannot confirm that the "corrected address" is in fact correct; the second Fedex package is being returned to Fedex. UPS attempted to deliver the third package the second time today and I assume they will try again tomorrow (at the wrong address).

Can someone please help me? 
I also posted a message using the Direct Message link but have not seen a reply there yet.
Thank you!