how to leave a good customer service review?

In Feburary 20th my wife called in respect of her Fold 3 samsung phone having inner screen issues, it was not responsive, frozen and have a black ink line in the middle of the inner screen, the phone still receive and make calls. The agent said she have to send the phone back to tmobile for replacement which they sent a refurbished phone to her as replacement.  Today she got a bill of $1700 for a refurbished fold 3 phone. We called tmobile this morning but non of the agents show empathy, all they want is making a payment plan for the $1700. The phone has insurance and this could have been taken care of by the insurance the agent she spoke to have directed her to insurance. 

The Samsung fold 3 was recalled by Samsung because According to the law suit the Samsung fold 3 is " highly susceptible to screen damage, including corrupted pixel, through microscopic particles getting under the protective film at the hinge creating air pockets. The lawsuits also alleges that cold temperatures can cause the screen protector to snap instead of bend".

My concern is why didn't the agent on the 20th of February transfer my wife to the insurance company for a replacement when she knows that the phone is out of tmobile warranty and has insurance????

Why will my wife pay $1700 for a refurbished phone from tmobile while she can buy it for $400 on Amazon????

Is it wrong to be honest and tell the truth?

Please kindly address this issue as soon as possible. Gracias.