lydia not honoring insurance coverage of phone t-mobile, Internet

my phone malfunctioned so the t-mobile store told me to turn phone in for replacement because we pay insurance coverage. Theysent us a phone  replacement phone but failed to say we need to pay for it, when we insisted on mailing it back so we can purchase a used one elsewher they refused to accept the phone and billed me for it.

They said the phone we returned is damages, the only thing that waswrong with the phone is the earpieve did not work and it dropped calls - they claimed the phone was cracked - This damage must have happened in route.

I also cannot get a date for the end of our contract = for I want to move by business elswhere.

I find that I need to watch every statement to see if unexpected charges are added to my bill. I do not have time to monitor for such behaviour.