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We understand your frustration, @Nessa1119. In this case, you need to contact the insurance one more time so they can change the device and provide you a working one. We apologize for the inconvenience.
We apologize for all the inconvenience, @Nessa1119 To pass on lower cost of plans and services to our customers, we are unable to apply funds to accounts for [say minutes, monthly plan credit, or free days of service].