warranty claim

I went into the Tappahannock Verizon wireless store Friday Feb. 16th and the representative  that I spoke to looked at the Dura Force 3 phone and said it was definitely  a warranty claim..  

I waited  while he got someone on the phone.  I spoke to  a lady on the phone who assured me that  everything was taken care of , I need not do anything.  There was no cost to me because the store representative had assured her that it was a warranty claim.  The phone would be received on Saturday evening Feb 17th.   I  received an email mid day Saturday telling me the order would be canceled if I did not complete the order, which included 87 dollars.   I was concerned this was a false information, because I was told I didn't have pay anything. 

I called tech support Feb 17th for help.  I was again assured everything was taken care of,  after over an hour and  I was given a new order #, and that the phone would be shipped and received on Feb.  18,

I Did not receive the phone, I  called back spent over an hour on the phone being assured I would received phone on Feb. 19, I did not receive the phone called back on Feb 20th and spent 1.5 hours on the phone again.   

There still is no explanation as to why I have 3 order #s , why I have been waiting for a phone for going on 5 days, no reason why the phone is still sitting in order form and has not been shipped.  

I have tried to explain that I think it might have something to do with the fact that there are 3 different order # and I never received a confirmation on the current order #  I have asked to speak to a supervisor 3 times and was put off.  

I am a very understanding person, I always try to see the other side of a problem.  

I would appreciate it if someone would try to help me with this matter.  

I have been with Verizon for 20 plus years and have never been treated this way before.  

I am currently paying a phone bill and have no phone and have spent 5 hours of my life trying to get one representative to listen to me and fix the error .. instead I get the same exact speech over and over..

I can assure you that you will received the phone tomorrow....

And I called the Verizon wireless store back and was told they could not help me

So where do I go from here?

Re: warranty claim
Customer Service Rep

tkemp67, We are concerned to read about your ongoing issues with trying to get a replacement device. We will be sending you a private message to investigate further.