Apple supprt

Basically I have been contacting apple support for the last week or week and a half and I have gotten no where everyone I speak to either doesnt know what to do or gives me a different answer and I have submitted information multiple times and still nothing, we are paying insurance "applecare" for a phone they wont replace and to make matters worse we have paid the fee to have it replaced yet no one seems to know how to assist. Phone is basically broken find my iPhone needs to be off, rep at mac tech solutions deleted off apple id account and it still shows active now we were asked for proof of purchase and submitted it but yet no one can give me a straight answer or what else needs to be done, 1st senior advisor said ill send you an email with a phone number to call so you wont have to wait on hold when you call back never got that email, and the second senior advisor said I'll follow up with you tomorrow and give you a call at 715pm, did I get a call yea NO I'm at a loss as to how I can not get any real help