Assurancewireless Virgin Mobile After several e-mails and submitting information I recieve nothing but autmated e-mail responses and no help does not appear Nationwide

I have lost my assurance phone and am trying to suspend lost phone and receive replacement. However every time I send them information it seems as if they are responding to a new complaint. When I use their case numbers they e-mail me I get an e-mail with a new one no matter what information or question I ask. I have to talk to a local representitive and get no name. This is supposed to be a federal subsidised service and I am getting the feeling they are just taking the money end giving very poor or no customer srevice. I can not understand when I tell them I have no phone and can only contact them by e-mail at the local library, they send me a phone number to call if I have any questions.