Unfair deductions on my account

Can Stern's please advise me when I advised them to charge cell phone insurance on my account . I have advised the consultant to look into this issue Everytime I was called about payment on my account. Your consultant is very quick to call when payment is late but I don't get feedback when it comes to my query as I made no cell phone purchase on my account from 2016 for 2 cell phones. Stern's I need answers asap or I am taking legal action against you.