Promise not met

Good morning my name is Richard Koebrugge . I spoke. on the phone December 6 around 12: 10 PM waiting for my father to get out of surgery for cancer I called customer service agent explaining that I have a problem with my iPhone 11 after updating the ISO 18 I stated that my phone was dying even at 80%. She recorded the call and she came back and told me that the iPhone 11 cannot support the ISO 18 I asked her about insurance And she explained to me that if she talk to her supervisor, she might have a better deal for me. I waited on hold. She came back on the line and said since you've been with us for 21 years and this wasn't a problem that occurred that you did. T-Mobile is going to give you an iPhone 12 then I explained that my daughter has the same issue, but there was no insurance on that phone. She put me on hold a little bit longer and came back and said T-Mobile is going to do the same thing for her as we are going to do for you. She said I will be receiving a email to confirm. I never received an email. I called back on Monday, December 9 explain my issue and they said nope. The phones are going to be there expedited Tuesday morning did not receive any phones. They also gave me two order numbers. I called back on Tuesday and gave them the two order numbers that was given to me and they said they were not real but we see that you called on Friday on Monday and now today so they promised that they're gonna fix my problem and they never did. I call back Tuesday afternoon. Talk to a supervisor. They said they were gonna call me back after they fix the problem they never did. I just got done talking to someone again at customer service December 11 and they explained to me that they can't do what they promised. I've been with T-Mobile for 21 years and they promised me and my daughter new phones. I even thanked the customer service agent and told her that she was gonna make my daughter's Christmas and she reassured me that the phones would be at the house. I wanna make this right I am very upset. I have five phones on this account and I'm ready to take my business somewhere else.