I followed every step and everything was good until I was told I no longer qualify due to insurance claim I made about a month after purchase. The reason for denial was because I did not purchase a qualifying device, in which I did. Rep told me it was because of the certified pre-owed device I received from insurance company. Isn't that the reason why I have insurance for? Where on the terms does it say "your phone cannot be stolen during 8 weeks". Can anybody help me?
It sounds like this is due to the IMEI not matching on your original claim for the BOGO. If that's the case, we should be able to get this fixed for you. To get this resubmitted with the proper IMEI, you'll want to work with Customer Care via 611 or T-Force via Facebook/Twitter.