Replacement phone with claim

on May 20. My phones just stopped working so I called in a claim which is [Edited: "Personal Information"]. They called me back the next day and told me they didn’t have that phone but they would give me $999 to purchase one. Unfortunately one can’t be found because it’s so old they’re currently on a Samsung 26 and that’s a S-10. I called him back the same day and told him I couldn’t find one except on eBay, which is unacceptable because they need the store named their phone number their address and all kind of information to get Reimbursed. I had to speak to a supervisor because they said that was the only thing they could do. once I spoke to the supervisor I am informed her that I could not locate that phone with all the gigabytes and things that have to be correct and I’m elderly and don’t feel comfortable doing that because I know I’m gonna [Edited: "Language"] it up. She proceeded to tell me that’s all they had and I said well can’t you contact the warehouse and find out what phones they have in comparison to my phone I will take that it’s an old phone. I’m not trying to get a brand new phone. I don’t care it’s refurbished and what not. She assured me that she was gonna send a email out to the warehouse to see if they had these other models that were compatible she told me it would take 24 to 48 hours. That was 72 hours ago. No one has called me. No one has spoken to me. I called back this morning six days after the claim and was told the same information that yes they see that a supervisor was involved it has been escalated, but at this time they only thing that they could do if I could not wait for them to find the phone or whatever was to get on another five year plan at $5.48 a month added to my bill this is unacceptable. I paid for insurance for a reason not to later to be told hey just buy another phone from us. At this point, I’m heartbreaking. I keep crying because it seems they keep telling me how sorry they are but it seems as if my calls and emails are just sitting in que somewhere and no one has taken the time to look into it. This is unacceptable today makes the six day without a phone. All my phones have always had contracts. I’ve never had to wait this long for phone replacement even if it required money. At this point, I’m starting to think that maybe there’s not even a warehouse that this is part of the scheme that they’re playing to make you buy into insurance for your phone and then once you call, tell you to buy your phone which probably more likely will not match the specific specs so they won’t send you back your money and the store won’t take the phone back or you could just go on a new cell phone plan with them with a brand new phone from them. It sounds like a set up to me because I can’t get anywhere no answers. The second phone is used for my husband‘s job not only hurting my feelings and making me cry, they messing up our money I explained to them we’re trying to make it on fix income and every little bit counts. At this point, I just don’t know what to do if someone can help me please do as I stated I don’t need a brand new phone. I’ll even take a refurbished Samsung S 10 just as long as I have a phone. Meanwhile I have a been a xfinity customer well over 10 years and this is how they treat a Platinum Gold member