ReachOut Wireless $25 for replacement phone that never arrived Internet, Internet

Ordered and PAID for a replacement phone on 4/12/2012.
Never received the phone, neither an email or call stating any problems.
Tried calling customer service and no answer.
"LIVE online chat"? not working
Sent an email this morning. Someone called back. Never stated his name.
After putting me on hold for no reason, he said they were having problems with the "system".
He said that all  the phone orders are delayed. I asked him to cancel the order.
He said "Honestly, I cant even do that right now".
He told me to wait that my phone would be shipping soon.
I don't want the phone anymore I want my $25 refunded.
I'm a mother o 3 toddlers that recently moved 3 hours away from my family to hide from an abusive man.
I'm here alone...I ended up calling to get a basic land-line hooked up.
I sent an application for Assurance.
Im hoping they're better!!!