TracFone complaint: Not getting my phone

The screen on my tracfone went dark after only having it 4 months. They sent me a email to send it back and get a replacement phone sent to me. It was through U.P.S. I sent it on Monday August 2 2021. I received a conformation from U.P.S. that it was received on the 4th.of August. Tracfone says they didn’t receive it until Friday the 6th. My first sign this was not going to go well. I have called all month and talked to 5 different people. 3 times I have been put on hold for a very long time and was told I would be receiving it in 3 to 5 days. Twice I was told it had been cancelled. No one seems to know what they are doing. On Tuesday August31 2021 a person called Charesse had me on the phone for 1 hour. Most of it spent on hold. She ended up telling me she couldn’t do anything for me. Call the carrier. I called back and was disconnected multiple times. I finally called a different number and talked to someone named Anthony. He said he was a supervisor and after a very long time of being put on hold back and forth he said they would call me in 24 to 48 hours with a tracking number. I am still waiting . My ticket number is 1238130164.