Unfinished account

We had account with this store and a year back our phones where ****** me n my son's n reported n claim for insurance and we where given the new phones. Account is increasing monthly but I'm paying everymonth when I go to store to enquire last week they told me it's due to that they are deducting insurance for 4 phones the new ones and the ****** ones. When I asked the lady who where busy assisting us what is her name and she must tell me exactly how much I should pay every month including insurances she said to me I must hold the line for her..I hold for 10 minutes and the store supervisors came and said the lady dropped the phone. Please assist.