Why is my bill $1200

We have received a bill from sprint for $1200.00. I called to speak with representative over three times about the 8300 blackberry . I purchased one for myself and one for my wife. Her phone doesn't allow here to place many calls the phone is tagged private there her calls are being blocked. There were three technical requests made for which we were told the would credit us for the services and replace the phone since the only persons she can call his myself or my in-lawd. Now there have went another step further to cut the phones off after receiving $438.00 for the bill and is refusing to return our call on the dispute. We have never had a bill for this amount. Yet our credit limit is not established for this amount. But now that want over $1100.00 to restore the services. This is will be the second time that the have not only charged us too much but have eledged that we have additional services  on the phones that have never been requested. My wife and myself are way over fourty neither places video games and we certainly only use our phones for personal use. How then can they explain how a simply anything plan at $99 + $79 the insurance and road side plan with a internet card for a labtop get billed at over $300 a month and result disconnection because they refuse to credit us for a phone that has been handicapped. Though the said they would credit the service for the period for which my wife has not been able to use her  phone because she is blocked as private therefore anyone with a caller id refuses her calls. They also had stated on the third attempt to resolve the issue that they wouls ship another phone that didn't happen either.  Now all that have to say about the matter is that we'll get back to you. Meanwhile I'm over the road away from home with no way to contact anyone and my wife's along with a health issue driving back and front with no emergency phone for contac. We have been with sprint more than five years and this is a poor way of demonstarted customer loyalty and appreciation..