tmobile store

My phone was broke. I have insurance on the phone. I go and they first tell me I can upgrade. Then the next they said I couldn’t. They told me they did not have the same phone I had in store to replace. They had the exact same phone I had. They charged me to trade in my device and I have insurance. My device was paid off as well !!!! I have to pay for the exact same phone that I had already paid off !!!!  They was very unprofessional and uneducated about iPhones.