Moved to new house, unable to reactivate account

We had to move unexpectedly and finally moved into our new house. When we moved out of the old house my wife called to have the account held because we wanted to keep our service.

She called today and was told it wasn't held and EVEN THOUGH WE HAVE THE EQUIPMENT this dude said we still had to pay the non return fee. She asked if we returned the equipment if the fee would be saved and he raised his voice at her and said no and said "why don't you just pay the $550 then we can get you back on"

Sorry but no one should raise their voice to anyone that is being polite to them.

And why pay a fee for the equipment that we already have? It is just a mess.. as usual..