I have had coverage on 3 devices for the last 18 months, an iPhone 8+ (mine), an iPhone 8 (my wifes) and an iPad. Ive been paying $31.47 every 1st of the month for these 3 devices. On Aug 1st I dropped my phone into about 25-30 ft of water below where i park my boat. I immediately called in, and they stated that i had cancelled coverage for my iPhone 8+ three weeks earlier.... but had kept service to the 8 and the iPad.... first of all.... no... no i did not. I even looked at my online banking while I was on the phone with them, as it was the 1st that day and sure enough, there was a charge for $31.47 as per usual... 3 weeks after i had supposedly cancelled my 8+ coverage... I am self employed and my phone is very very important to my day to day, so why would i do this? Today it has been 13 days since i lost my phone, with roughly 9 phone calls to bright star, with 3 separate "escalations to corporate" each coming back with the same response, "your request is denied because you cancelled your plan" but with no explanation as to HOW or WHY it was cancelled... they finally told me today that the reason my coverage was cancelled was because i removed my sim card from my phone.... something they never told me would void my plan... I had noticed there was a sim tray on my iPad, so one day when my phone had died i tried to put that sim card into the iPad for a second to see if i could use my phone number on it, and i of course could not, so i put the cards back where they belonged, full ordeal would have been 15-30 seconds.... and when my iPhone wasn't dead anymore i continued to use it with my assigned sim card until i dropped it overboard on the 1st, 2 weeks ago... They are saying the reason my phone isn't covered is because i never put the sim card back into it , they said their system shows that it hadn't happened... that I hadn't ever used the device again... so this is a mistake in their system, as i most certainly continued to use the phone as i had normally done until aug 1st... is there some way to prove through my cell phone records that this is their mistake? that I did in fact continue to use this phone???? The phone is still in the bay where i dropped it. i had planned to dive down and get it once they had proven my plan was active, which I thought would only take a couple of days, but now they are stuck on saying that I changed devices when i did not.... To make things even more frustrating, when i called in for the follow up to the escalations to corporate, each time they said "I see here that there is a refund request because you got charged for one more device than you should have"... and each time i said noooo, i was using the fact that i am still being charged as proof that i have this coverage, but they instead tried to just refund me the 11$ and pretended that was what my complaint was about... they have now refused to give me the coverage they sold me, even after charging me 3 weeks after i "supposedly" cancelled it... bright star are criminals, and i am super frustrated with this whole experience. as an added bonus annoyance also, 3 times that i called, after about 20 minutes of prompts and menus and waiting on hold and finally getting someone, i had 3 separate operators send me to the customer satisfaction survey while they were in mid-sentence with me, within the first 5 minutes of our call on two occasions, and after about 40 minutes on another...... the survey asks you 5 questions and then hangs up on you, and then you are forced to call back and start from scratch. salt in the wound when you've already spent too many hours just trying to obtain a service you've been paying for... unbelievable.