TracFone complaint: Tried to activate a new trac phone just purchased from best buy

My friend wasin best buy for over two hours and the phone was not activated. I made 14 calls to the trac phone customer service number, was cut off several times when I asked to be transferred to some one who could actually make my phone work. I am not a technical trained expert but I was asked to take the sim card out at one point which I did and it did not help. I was asked the same information on all 14 calls. The sim card number, the serial number the pin number and the phone number.

Not sure why this had to be repeated ever time I called. The last phone call I made was when I was asked to take the sim card out and i did and it did not help. I was told I would be called back and was I think but I believe they were a recorded message speaking Spanish.. I live in the US and do not speak Spanish. I said English please several times but it did no good. I decided after this many calls it was not worth calling again because I was only going to get cut off or receive no help as in the previous 14 calls.