Need a supervisor to fix problem with activation

I upgraded 4 phones over the phone, was told they should be sent out in about a week. Get update telling me my line wouldn’t have new phone sent for 6weeks, which I can’t wait that long as my current phone is broken. I called in to change my selection to something available now, but was reassured that no, your phone is going out this week...guess what, it wasn’t. I call back again (over 4hrs of calls to this point), explained again and asked to just cancel my lines’ phone order, told that couldn’t happen without canceling all the phones. I asked if I go buy phone at Apple could I return the one coming from ATT in few weeks, she said yes, don’t open the phone and I would receive full refund. Bought my phone and called to activate, they can’t activate because there is open order. Are you serious? If any of these reps would have been honest and accurate from beginning I would not be in this situation. Now I am stuck with my broken phone and a $1000 new phone that is a basic paperweight. After another hour call last night, rep ended the call and never called me back...so I have to waste more time today, hoping I get a supervisor that can actually help me. How does a company this big have so many people working for them that give out bogus information? 
side note- really need functioning phone, husband had a heart attack couple weeks ago and need access to doctors/clinics/pharmacies...mentioned this too but still no actual help.