Lost phone

Why when you lose your phone and try to purchase a new one online do they send a security code to the phone you lost? I addressed the issue this morning with a rep for 20 minutes and she couldn’t help. I asked her to get me someone who could so she sent me to a manager named “Jennifer”. I was on the phone with her for 40 more minutes and she didn’t help me at all. My account said I was eligible for an upgrade before we talked, but I had to get off the phone and go to work because she wasn’t helping at all. When I get off work, I notice the upgrade is no longer available. Jennifer screwed me and made my life worse and deserves to be terminated. That is a serious glitch in their system tho. If you lose a phone why do they send a security code to that phone? And because Jennifer couldn’t help me, she made my account worse by taking my available upgrade away. Maybe she was on the wrag but she made my life worse in less than an hour. Whatever her reasoning for doing this to me, I don’t deserve what is happening to me, it is unfair!