Never sent an email or case number

Does Apple support routinely lie or mislead you at the end of an hour plus phone call? They told me last night they would send me an email that I would need to respond to so they could send me a replacement watch and that I would then return mine. My response would require providing credit card information, for them to place a hold onto, until my returned watch is received by Apple. I received no email and have no case number. Though, when I try to re initiate service online, Apple knows there is something going on, but won't provide me my case number. I am in an endless Do loop.