Wife's phone was stolen, Suspended line to keep bad guys from using it for their own purposes. Tried to by Verizon qualified replacement phone. Would only allow either upgrade existing line or create entirely new line as options in cart. Upgrade not available for stolen phone. So only option was to buy the Verizon qualified replacement phone for an entirely new line and account. WHAT?!?! This make absolutely no sense. So after telling me to purchase a replacement phone, Verizon makes that impossible. What's the story? (oh and absolutely no help on this available from Verizon.)
Having a similar issue. Suspended the line and before it was suspended there was insurance on it. Now that it's been unsuspended I'm not allowed to add insurance back to it. Can't file a claim. Can't do anything with the line at all according to Asurion.
Total Mobile Protection is a joke.