Good evening, I am experiencing a problem with my wife's most recent jump. We have jumped a few times before and never encountered this issue. Her S7 Edge was damaged, we filed the claim through Assurant. They offered us the opportunity to receive another S7 edge or go ahead and jump to a new phone. She selected to go ahead and jump to the S8. We received the S8 and promptly returned the S7. Two months later the S7 is still on our account and we are still being charged for it. I spoke with Assurant, they said everything on their end is fine, it is on Tmobile's end. I spoke with Tmobile , they first claimed it will be no problem at all once my device is processed it will be removed from my account as normal. They then claimed they can't find the phone even though I provided the information from the shipping label, the IMEI, and everything else they asked for. Then they changed their story again and decided that I wont receive credit for the phone at all and I will receive a " discount" on my new phone but still have to continue to pay for my old phone. It seems no one I speak with knows how Jump works or their own insurance policy that I pay 24 dollars a month for. I have all of the documents, I didn't receive a discount on my new S8. Also, why would anyone ever agree to that, to file a claim, jump to a new phone but pay for both phones still? I would simply, file a claim, receive a replacement S7, then take it to the store and jump to the S8 if that is the case. Our last contact resulted in a "supervisor" contacting us, and then first agreeing with the rep that stated we must pay for both phones, then changing his mind and stating we were right, just to change his mind again and in the end saying he has to submit an investigation into why they can't find the phone. This is getting ridiculous.