Insurance replacement NIGHTMARE

I had two warranty claims and returned my device for both. A third claim was added somehow and I was alerted when a no return fee was added to my bill. I was accused of lying my the customer service representative and made to wait on hold for an excessive period of time when I requested to speak to a manager. It took an hour just to speak with a person who could even attempt to help me. Ultimately he stated that I must have known about the claim and just didn’t return the device. I explained to him that Asurion doesn’t even have record of the claim of the phone that I was being billed for and was told that I was wrong. When I asked for the IMEI for the phone that I was being charged for not returning, I was told that information was confidential.