Complaint Review: Tracfone Ms. Keva Bygrave Manager Executive Resolution (Tracfone)

I had an Android from Tracfone for a couple of years. It no longer worked, was still in warranty. I contacted Tracfone and they sent me a replacement phone (Samsung). When received, the phone was broken. It took 3 weeks or so to receive. I contacted Tracfone to let them know that their Samsung replacement phone was broken. I have spoken to at least 6 agents over the past month or so only to be told they cannot send me a replacement phone because the Android is out of warranty. One agent admitted it is not may fault that Tracfone sent me a broken phone and the warranty has othing to do with it.

He said he will put in a "ticket" to send me a new replacement phone and to call back in a few days to see when I will receive my phone. I called back and there was no record of a ticket being filled out to send me a new replacement phone. I have saved two on-line chats with Tracfone showing their refusal due to warranty issues. The warranty should have nothing to do with this since I was sent a replacement phone - that was broken) within the warranty time line. I am getting nowhere with Tracfone. I also have over 2,000 minutes and web data to use up yet before February 2018. Can this situation be resolved? Looks like Tracfone does not want to resolve it at all. The run-a-round is horrible to consumers like myself.