Asurion/walmart Email received was not what actually happened Nationwide

Filed a claim for a broken cell phone which is supposed to be covered under warranty. Product was shipped by UPS on Monday 7/28/14 and I was to receive a E-card within 24-48 hours after.  I called Asurion product services on Wednesday 7/30/14 to find out when I was going to receive my E-card to get a new phone.  The customer service agent said my case was under review and that I was not going to get a card until the product was received.  I kept every email received and this is not what was supposed to happen.  If there is an attorney out there who can help I would appreciate it.  I am not trying to get rich or famous I just want to be treated right, I need my cell phone for work.