I have had a similar experience. my situation  a little different because I chose not to activate the second phone cause of the quality of it. I have been going back and forth for over a month trying to get my money back that was paid for second device and not have to continue paying on the second device. I have even offered to return it as it was still in the boxes and unused. I have had a few reps say they will take care of it and call me back in a week, two weeks, etc or that they will have someone look into it and let me know what my options are. I am yet to actually receive a call back from them. I will say the agents are always nice and helpful. Especially the lady I spoke with tonight. I can only hope that she will be able to find out what can be done about my situation and gets back to me.