Prime Communications review: Purchase of new phone to replace my broken phone 1

Be aware of this store's practice. I'm sure when AT&T is made aware of the store's practices there will be some store MGMT changes made. My experience was a nightmare. I was there to exchange my broken phone, which required an upgrade. In the process I discovered my bill was to be monthly charged 2 fee's, which I did not need or approve: insurance $17.99 and a phone upgrade offer (up next) of $10.99.
When I challenged these charges, the nightmare began. I spent at least 7 hrs that day making calls (3) and 2 trips to the local store to get this reconciled. I am currently in a 14-day waiting period to have the second charge removed (why). To me it seemed that the delays were merely an attempt to wear the customer (me) down so that I would give up and concede the charges. Not happening. Now I am awaiting a fourth call to have the second charge ($10.99/month) removed because I shouldn't have to wait 14 days. It became clear to me (thru the calls and store visits) that these charges and practices are "store management policy" not company policy.
The young man I was assigned (Amond) was very helpful and knowledgeable but it seemed was simply following store policy. When I questioned the charges, he gave me a piece of paper with an AT&T number to call to have the charges removed. Not knowing this would take 14 days to complete I accepted the info/phone #. at the time.
I also discovered (after the fact) they charged me over $750 for a replacement phone with a payment plan that was never discussed or explained. I was given the impression that I was getting a deal because they had a promotion going to get rid of the I15 version.