Cancellation dirty tricks

Same here... I called to cancel a line that the phone was stolen... I was told why don't you suspend the line and wait to see if the phone gets returned to you... But you don't want to cancel the line, your phone is insured... Make a claim on it that it was stolen and the phone will be replaced... I said ok, I made the claim and I am told to get the phone replaced I have to pay $280... I said the phone was already paid off, it was mine... The rep says well the $280 is to pay the insurance on the phone... I said why do I have to pay for insurance again when I pay for my devices to be insured on a monthly basis... The rep says oh that monthly payment is to insure your devices, but these $280 is to add more insurance on the stolen device only... I said why would I want to add more insurance if its already insured... It was bad enough I was having difficulty understanding her... I said what never mind I will go to the store and speak to someone I will understand... No disrespect but I don't understand what you are saying... I went to the store and was told its not $280, its $200 to pay for the new phone... Because its insured you don't pay full price for the phone, you only pay $200 for a new one... I told them what the rep told me on the phone and they said oh no don't call to make a claim come in to the store and we will help you with it...