My phone fell off my lap while having dinner outside on Saturday. I went to a Verizon store and filed a claim with Asurion to replace my phone. I take excellent care of my belongings and have never filed a claim in the past and have always paid my bill. I was debating on whether or not to purchase a new phone because I am an Administrator over the medical department in a prison and require my phone to be on call. However, the representative (Harvey) from Asurion told me that I need not worry because they are now offering same day delivery service and a representative would contact me that evening to deliver and set up my phone between 5-7pm. At about 7pm, I received an email confirmation with a tracking number stating my new device was picked up from their store on 7-15-19 to be shipped for delivery. Odd that it "WAS PICKED UP BY UPS FOR DELIVERY ON 7-15-19" when the date was still 7-14-19. I called Asurion and the representative verified that I had elected for the same day delivery. After being on hold multiple times and talking to a couple different representatives, I asked for a Supervisor. When the woman picked up the phone and said hello, she instantly hung up on me. I called back and had to explain everything again. Instantly I asked for a Supervisor. Again, multiple times, I was placed on hold (again on the call for over an hour). The representative stated his name was Michael and that he was with "Customer Solutions". He stated he was trying to connect with "Point of Contact". Needless to say, Michael did not assist with resolving the issue. I attempted to schedule for same day delivery for this morning and was told they could not assist me. Nobody had the ability to explain what the issue was, why I was promised a service that they did not provide, and how the issue would be resolved. I wasted a good bit of my time going to the Verizon store, waiting at my home expecting the phone to be brought to me, and then on the telephone trying to resolve the issue. I tried to be patient and understanding but have now realized that the Asurion customer service sucks and that they have no intentions of assisting me. I am extremely upset with Verizon for only offering insurance with a fraudulent company. And I am screwed with my job currently as I have no phone to take call for the next couple days (considering the phone has not even yet been picked up according to the tracking number and will not be delivered until after I've left for work tomorrow evening... meaning I won't actually have a phone until Wed. morning when I get off work). I realize this is a huge company with billions of customers and that I am "nobody" to this company. But I am extremely upset because this issue is now affecting my job and wouldn't have if I'd not been told of a service they didn't plan on fulfilling. I need my replacement phone asap (which, like I said, will be here Tuesday if that is not a lie also). I would also appreciate the $200 deductible refunded for the hours lost dealing with this matter. My telephone number is [protected]. I can answer the phone with the broken screen and LEDs malfunctioning but am unable to place calls. Call me before 2pm today to discuss how this will be rectified.