<human>: Can you give me the gist of the text in a nutshell?

Ok so my girlfriend has a iPhone 4 but want to change it for a Android. I wanted to know if its possible to know her Phone Balance (not her Monthly Bill). I don't even know if they can provide that information. 

First time I ask the Customer Support, if it would be possible to know that information as she's my girlfriend.

It took about 10-15mins to merely reply two-three times. I gave all the account informations in my first question. Didn't give me any infos, told me wait and then he disconnected...  WORST : He was writing in COMIC SANS (no joke). 

Anyway, second time. I'll try to ask as if i'm the account owner. I don't think it will work but let's try.

For security reason he ask my full name. I provide my girlfriend full name. Then he ask for my cellphone Brand. I say Apple. From there I could change every possible options in the account (from adding all the options to upgrade phone and etc.) Wow... I can do that for all my friends / family right now. This is really scary.

She now gave me her Bill Balance (lets say 60$), but I wanted her Phone Balance (Phone cost remaining to pay). After explaining her multiple time what I wanted to do exactly she got it and said : Oh you want the cancellation Fee. 

(Well I don't want to cancel the contract, I just want to change the phone but let's say I want to cancel)

So she says its 60$ + Balance...

(Nice only 60$, i'll pay it for her)

I ask what's is her Balance.

Reply 15min later : Oh... I made a mistake its 250$ + 60$ 

WTF...
<bot>: Crappy support, overprice cancellation fee even if I don't want to cancel, wrong informations and very weak Privacy... Should I do something about that?