Hey @iWonder,
A few add-ons can only be removed through customer care channels and the device protection is one of them. While we love to help our valued customers, the Community is not a primary servicing channel. For that you can contact us through these methods. I understand the wait time on call was long, but don't forget that we provide other support channels as well to assist our customers. 😊
You can send us private message on Facebook/twitter for a quicker response, or even message us through live chat. I hope this helps!
