On 8/4/13 I went to verizonwireless.com and ordered a new iPhone 5, to be picked up at a store in Chicago. I added the Total Equipment Protection (insurance). On 8/5/13, I went to the store where the employees activated the phone for me.

I have emails (one order email and one receipt email) which clearly state that my monthly charges would be $40.00 per month for adding a line to my family plan, and $9.99 per month for the insurance for a total of $49.99 per month.

On 9/21/13, I damaged the phone, and called Verizon. The rep said that there was no insurance added to the phone when the Verizon store employees activated the phone, and he would call me back today (9/23/13) at 2:30 CT after he had retroactively added it. No call back yet.

Next step? I kinda really need a phone!