TracFone complaint: not getting my free phone

tracfone is not delivery my free phone. they said they shipped it to me. i was on the phone from 2pm – 7pm with their customer service reps informing them I did not receive the phone. they tell me they understand i did not receive the phone, but they are not sending another out since it was on their records it was delivered to my address. they said they can’t help me since their Resolution Dept decision is to not to ship another phone to me. I keep telling them I did not get the free phone I was promised. i still have 118 mins on the account and I do not have a phone of my own to use for the past 24 days. they tell me they can transfer me to sale dept to buy a phone. I told them why do i need to buy a phone when i was promised a free phone. They switched to 5G and my old phone not working except for emergency calls. Their website even gives me options for a free phone to replace my old phone. It’s seemed like a bait and switch.