Samsung complaint: Not receiving replacement phone

So I filed a complaint with the Warranty company for a phone I bought through the Cricket store in October. The model number was Model SM-A326U
SW-VER A326USQU3AUG4
My phone number is 907-513-6123.
I used my husbands number for call back is was 907-513-6124
This device had some kind of melt down. I went to Cricket on 1722 and they were unable to figure it out. So I called the Warranty, which took hours to get through to. They started a claim . I was instructed to drop it off at a UPS to ship. I went down on 1822 and they shipped on on 11022. I was told once I shipped it they will send me a new one which I should get in 2 days. So I waited and Wednesday cam and I got no phone. So I clled them again and they stated they did not see that it was shipped. So I went to UPS and they showed me they sent it on that monday, so called the warranty company again and they said I should get it on 11722. well that was Martin Luther King day, so I went down on 11822 and it still did not come. I was getting very upset, because I need a phone for my work at a medical facility. I called again and left my number for a call back and never heard from them. I work 10 hr days and it is hard to get ahold of them. I went back to post office and asked a couple times and they never recieved it. I never got any email or call on anything for the phone. I had to have a phone and this cause a lot of chaos from my work, unable to get on Hospital info. So I went back to ATT and using my old phone with the same number. This has been a very stressful experience. I lost the claim number but cant get through to talk to anyone to get it now. My old phone does not seem to work on leaving a call back number.