I have been a customer of AT&T for many years and I always forgo the insurance. When I go into a store and they ask me if I want the insurance, I always say no. This last time I went in to upgrade two phones and they added it anyway. And because I trust that they understood what "NO" meant, I had no reason to question the bill when I got it. Because we have our payment automatically deducted from our account, we never usually check the bill. A year later my son upgraded his phone and said that the employee mentioned that he should get the insurance since our two others phones had it. I had no idea that they had been charging me for insurance, that I clearly stated that I did not want. I called AT&T directly, not going into a store where there are usually young kids that apparently charge you for things you didn't need or want. Well, AT&T corporate did not help me at all. They said since the charges had been on there for so long, they couldn't help me or refund my money. THAT IS HORRIBLE CUSTOMER SERVICE. A FRIEND SWITCHED TO VERIZON AND NOW I KNOW WHY.