Phone costs

Has anyone else ran into the issue of upgrading, and rather than just the taxes, device payment, etc. they're asking for the full balance.  I've been a customer since 2012, due to job loss I did get behind on our bill but not to the point of disconnection but where I had to set up arrangments a couple of times.  This is just the craziest thing I've heard.  $2,000 plus for 2 new phones due at the time of ordering.  


Is this something new they are doing?  

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