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New Phone Received Damaged; Now Being Charged Fees

I too am having the same type of issue, upgraded to a new phone which was damaged upon receiving it, I asked for a return and they sent me a new phone which I boxed up the original damaged phone and paid the $78 dollar fee which ,believe it or not it was reimbursed, they in turn are now charging me for the full price of the returned phone which they confirmed they had, now are charging me late fees for not paying the full amount at the due date, I am still paying my regular amount each month. now I get threats about late fees and I know that this will escalate into them shutting my phone off. They have all the information, I have spoken with multiple agents about this issue and they all assure me it's being handled, but it itsn't. This all started July 7th 2019 iy is now September 5th 2019. I need this corrected at once.