Pathetic services

After submitted my cellphone theft claim only to get told that there is no active insurance on the account which the account has been paid every month. Then until going into stores to get told that since last year October the clients was notified to change over to cash debt order in order to continue with their policy an up until now no communication was received other than "we noticed that you haven't used your account in awhile here's a discount for you to shop with" like seriously what the hell an then only to see that they decreased the credit limit on the account without even notifying the client which I thi k its **************** and now that I need to have my cellphone replace I first need to pay 5months installments upfront in order for this to take further process. So my question to this people is what happened to all the payments done for all those months that I have being making payment on the account cause the cellphone insurance was taking out on the account when time of purchase. Cause now I as the client need to either loose out an buy a new phone which I refuse to do cause this is not fare what edgars is doing to its clients