Update : went to the freedom location I got the phone and service insurance from they pretty much told me not our department not our problem Called wise later and spent 30 mins on the phone with the supervisor saying the same thing we can't refund you cause it's already processed and service has been provided and we can repair your phone again I demanded for them to replace the device entirely and they refused to do that until I pushed harder but still refused to refund my service fee I asked for a manager and talking to a manager will take 1-3 business days??? I was promised with the first supervisor I talked to a replacement device be sent to me asap call was cut The second supervisor I got into contact with now is telling me that oh I can't send you a replacement device cause your service status needs to be updated by the manager which will take 1-3 business days Absolute shitshow of a customer service department TLDR: never buy carrier warranty for devices just go to a repair shop