Shocking Service Delivery - Long standing client

A few months ago I took my device into Altech Autopage where they advised my device was not insured. <br> After explaining to them money has been deducted each month for this it was still denied.<br> After much interaction with them eventually they realised the device was insured they sent us back and forth for the longest time. <br> Eventually they sent the ipad away for repairs however it required for us to apply some technical changes in the \cloud"we explained we were confused can someone help us. <br> They kept sending emails saying there is nothing they can do unless we have the password. <br> I advised them to clear the profile and delete all the information and fix it as we were battling with this. <br> I was given the run around"