If the "IME" numbers don't match, it means that it is not the phone you bought from them in September and have been insuring. It appears to them that you are trying to get a warranty replacement for a different phone.
BUt it was not my fault that they got the number incorrect! How can this be fixed! im paying for a cell phone everymonth and i cant use the insurance or warranty
Hey, soed927! Sorry to read about this hiccup!
Our system should register the IMEI in use based on the one that your SIM communicates to the network. If there's an issue with the IMEI displayed on the account, it may not have captured this correctly -- however, your incoming and outgoing call log in our billing system should still show the right information!
We'll need a team with account access to take a look at this. It sounds like you've reached out before; I'm sorry that it hasn't gone as smoothly as we'd like!
If you're still in this situation, I would recommend contacting our T-Force team on Twitter (via DM) or Facebook (via Message). They have an excellent reputation for assisting, even in unusual situations! And in those channels we have a secure platform to verify your account and take a look. You can even link to this thread so that you don't need to explain the situation again!