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$4 fee for not having insurance?

Wife upgraded her phone tonight, tells me that she ok'd continuing the insurance that was on her phone, problem being we haven't used Verizon's insurance in almost a year.  We rely on the insurance on our credit card.  Go online and look and she's signed up for some $17/month device protection plan.  Try and cancel it, website says I have to chat or call.  Decide to chat and when I finally get through to someone I'm told there will be a $4 "service fee" for not having the "protection plan."  No where in any paperwork I've seen is this listed, no where on the website is this listed.  Whom do I need to speak to in order to get this fixed?

Re: $4 fee for not having insurance?
Customer Support

Congrats on your wife's new phone! We understand your concern regarding the protection plan on her device and the one you have on your Credit Card. Allow us to take a closer look at this matter and see what options we have for you. Please reply to the Private Note we sent you to continue this conversation. ~Vic