Why am I paying for 2 contracts because I got an operator

[Ray71]

Around Dec 2023, I reported my S21 lost/stolen to a Telus operator. Instead of telling me that Telus does not provide the insurance offered, she sent me a new phone on a new line. Since Dec 2023, I have been paying for 2 contracts and 2 devices. Even though I downgraded devices and got a 900 and some dollar credit on my S21, Telus then made me pay off the rest of the device and the charger etcetera I purchased with the phone. Yet they still want me to pay for a phone plan and complete insurance on a device I no longer have. WTF. I just found out today about who provides Telus with Insurance. I am not responsible for this and will take the device I have and go hook it up pay as you go somewhere if it is not fixed. I am a student trying to better my life and don't have the finances to pay for other people's mistakes.

[TELUS_Support]

We can take a look at all of the notes on your account from the agents you've dealt with to get a better understanding of the story here. Feel free to send us a private message and we can look in to it.

[Ray71]

I ended up paying 200 to cancel the other line but I have spent a lot of money the last year because of this, a secondary opinion would be awesome.

[Syaoran]

It sounds like there might have been a bit of a communication error.  When a device is lost, stolen, or no longer working.  You are still responsible for the remaining device balance and service commitment of the agreement you signed up for.  Even if that device is replaced by insurance.