I have not been able to talk to a customer service representative in * days of trying...

I have not been able to talk to a customer service representative in * days of trying. My son's phone has been malfunctioning for eover a week now. He is disabled and listens to his music often. We both are very frustrated right now as all we can get is someone selling us promotions for Walmart or payment page. What is going on that I can't talk with a representative,? I went to a location on Oleander Dr in Wilmington NC and the person gave me some of the worse customer service I've ever experienced and just handed the phone back and said she didn't know what was wrong and to call you. I have insurance on his phone and she never assistaned in any way. Called your number and the promotion rep pretended to help just to get my personal* card info and after charging me he said someone would call me and come and pick the phone up at my address. I want to know....what in the heck is going on when I call your number for service. Am I a victim of a scam now? They claim Metro was giving a $*** gift card and they would proceed with assistance afterwards. My son needs a new phone asap. My name is Roslyn Atwood