Smart Pay Leasing review: Poor customer service

I am leasing a 2024 Motorola Razr through smart pay with straight talk. 3 weeks ago on April 16, 2025, the phone broke due to a manufactoring issue. Motorola would not help. and Smart Pay told me to contact Straight Talk, which I did. I was informed that straight talk would send me something in the mail so that I could return the broken device and they would send a replacement. Ive yet to receive anything. I have been using an old Samsung with a busted screen since my leased phone broke. Straight Talk helped me with activating it because I have to have a phone for work and for my children. I refilled my servicec plan with straight talk on May 2, 2025. the next day, my phone will not work. I call straight talk and they try to help.. i inform them that i still havent received anything for me to send this broke phone back and get a replacement. they transfer me to corporate, and as i am keying my callback number, they hang up on me. today i messaged smart pay. the agent that i spoke to said that i could return the broken leased phone, and gave me a number to call. i told him i didnt have a way to call anyone. because the phone im leasing thru them is broken...and now they done have a hold on this old samsung that i had to activate and use..i dont have a working phone to call anyone..i told the agent that this was all very unfair to me. he informed me that he would request that the system do an override of the temporary restriction and that i would need to reboot my phone and call straight talk for further help. also informed me that my next payemtn would be double to make up for missed one. so i call straight talk .the phone only allows me call 611 611. straight talk told me that smart pay didnt do their part. so i message smart pay again.. and the next agent i spoke to, told me something totally different. said that i had pay the full amount before my phone would work at all.
i mean, this is ridiculous. can someone do something at all to help me. ive not missed one payment this whole time. its not right