IPhone 17 Pro Max lost/stolen during transit

Hey all,

I ordered a 17 pro max on Sep 12. Was supposed to be delivered Oct 7, and on that day, fedex calls me saying that my package is “empty”. I go to that fedex location to confirm with the workers there and it is indeed empty and missing.

So basically the phone never made it to my place and was lost at the station which I assume was stolen. On the tracking page Fedex states it’s been damage and is stuck in On its way ever since the 8th.

Fedex tells me to call apple and file a claim. I call apple support to file a claim on Oct 8. Received no updates and called them back on Oct 13. They said the case was closed and I literally had no response or email from apple?

So I called a second time on Oct13, and the second agent was able to reopen the case.

I’m starting to worry about this because why would they close the case and not let me know? Is there a way I can escalate this case or talk to a manager?