I had a very similar arguement with sprint over being charged for internet usage. My son's both were given free internet usage for me not canceling my 5th line. When my son got a new phone it didn't transfer for some reason and he got charged for a stupid amount of usage, I contacted them and they kept telling me "You don't have internet on that phone."
Well yea, I know that's why I got charged, it was suppose to be on there and it didn't get transfered.
"Well we can see it was on the previous phone, but it's not on the new phone"
"Yea I know, it didn't get transfered, and it was suppose to have been."
"Sir, if he doesn't have internet he's going to get charged a data usage"
"Yes, I know that, apparently no one transfered the internet usage pacakage when he bought the new phone"
<10 minutes go by of this back and forth until I asked for a supervisor>
Finally the supervisor gets on and says, "oh, ok, I see where it was on here, but it's not now, no problem I can fix this and credit your bill"
I almost wonder if they pretend to be that stupid to piss you off so you will just give up and they can continue to screw you.