Phone stuck at FedEx faciity

Hi there, 

My new phone has been at the same FedEx facility for 25 days now. There was no attempt to deliver it, it just never made it on the truck from what I can tell from the tracking information. I have contacted Xfinity support 3 times by chat, 2 times by phone and once at the local store. They keep telling me it will arrive in 1-2 days but that clearly is not happening. I've been told the case was escalated, but that was weeks ago. I've been told that I'd get an email or call, but that hasn't happened either. Yesterday a chat agent told me to contact FedEx directly. The date to send my trade in has passed and I think I'm already paying for the new phone as well. Any suggestions?