Can someone please contact me about my issue?

Question

I was extremely frustrated yesterday by the lack of customer service regarding my Verizon Wireless account.
I opened a new account and purchased a new phone on 6/10/14 from the Culver City store.  They gave me a 'free' hotspot and a 'free' bluetooth device.
I was going to return the hotspot the next week when I discovered I wouldn't need it or use it, but I got my first bill and checked to see how much they would charge me for it.
There were no charges for it on my bill.  So I figured they'd only charge me when I used it.
Yesterday, 7/15/14, I received a phone call from Verizon saying I had a delinquent balance of $190.00.  I have paid my first bill on time and my next bill wasn't due until 8/1/14.  Which I confirmed when I spoke to a customer service rep over the phone. 
Debbie discovered that I had a whole different account, with a phone number I had never heard of before and that had the delinquent charges.  Apparently, the hotspot was a contracted device, which I never knew, nor agreed to.
She put me on hold and a few minutes later I was transferred to Brandy.  She said she couldn't help me and to go to the store I purchased it in to return it, as again, I've never used it nor do I need it.
While online in my account yesterday, I realize I can pull up my purchase receipt from 6/10/14.  And i discovered they charged me $0.99 for the hotspot and $99.00 for the bluetooth device.  Neither item had been free.
I arrive at the store at 6:30pm and wait for 30 minutes.  I am then helped by Cedric, the same sales person who sold me everything.  He tells me the hotspot and bluetooth had been free and when I tell them they weren't, he said, well you got a deal on the phone.  He also said he couldn't accept the hotspot as a return as it was past the 14 day policy for returns.  He admitted the hotspot had been entered incorrectly and had been charged as a separate cell phone.  I asked to speak to a manager to return the promotional item that had turned into a debacle.
The manager reiterates that I had 14 days to return it and there is nothing they can do.  He states they can fix the billing error but cannot take the hotspot back.
I ask for information for the regional manager and he returns to the back office.
When he returns with a business card, he smells heavily of marijuana and hands me the card.
I ask if this person can approve returning the hotspot.  He said no one could approve it and walks away.
I leave extremely frustrated, now at 7:30pm and call the customer service line.
I speak to Albert who says the only thing he can do is contact the store with me to convicne them to take it back.  I do not want to deal it it that night and we make plans to return on 7/17/14 at 6:30pm pst.
At 9:04pm last night, I received a phone call from the sales clerk saying he needed me to turn on the hotspot device to fix the billing issue.  I decline, saying I'm working with the corporate customer service department and will return on Thursday to sort it out.  He states they will not take it back as it's after 14 days and the manager won't do it.  He asks twice more for me to turn on the device and I refuse as I do not want it or need it.  I ended the call and marked the number do not answer in my phone.
I have acted in good faith and have upheld my contract for my cell phone purchase, but did not knowingly enter a contract for the hotspot device.
Again, I do not want it, I have not used it and I want to return it.
The fact I need to pay $55 for the first month and $20 after that for years for a promotional item I do not want, is horrible.
Please look into the fraudulent and potentially illegal activities of your employees at the Culver City branch.
I must believe that Verizon would not be pleased to know that this has happened and I expect that we can reach a resolution to this issue very quickly.
I look forward to speaking to someone directly about this issue.

Answer 1

    This is not the experience we want you to have at our store location LAHeather. I'm sorry you had to go through this with your account. You should have been received all the information at the time of purchase to make the best decision for your account. I'm sorry you were not provided with that information about the hotpsot device. Do you have a signed contract for the phone and hotspot device? Do you have a receipt that was given to you advising of the cost of the bluetooth device, phone and hotspot. Did you have the contracts and receipts with you when you left the store advising of the cost and contracts for your two lines?
KinquanaH_VZW
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