Tech took equipment and now we are being charged for it's return, Bait and Switch?

[Cannon7ball]

I had a discussion last week with a CSR agent regarding upgrading my router as it is very old. The CSR quoted me the price of the router and I agreed to renting it at $18 per month and gave me a list of places I could drop off and pick up the new router.  I then asked the CSR if my router was outdated then would my set top box also be, and they stated yes and that could update my set top box quoting,  "Perfect! We can up grade your set top boxes as well! No Upgrade Fee Charged!" Then proceeded to tell me about the new Fios TV One Mini and Fios TV Voice Remote and that a technician would need to come to install the mini boxes. They also said my bill would continue to reflect my original set top box pricing UNTIL we made a change to our service. I agreed to the new monthly amount to be charged $183.94.  

We made the appointment and I took my router to the local Verizon store and the CSR there said they could not accept it because the CSR had  actually created the order showing the technician coming to do the install so not sure why I was told to drop it off. Store employee said this was a common issue with CSR's making mistakes.  So I took the router back home. Day of the install the tech, Daniel, came and the router installation was fine. The set top boxes we were promised we were told weren't reflected in the order and would cost more. Something about the service not even available in RI yet only NY. I had saved the entire chat and printed it out from the initial CSR and the tech read it and stated that we had been "lied to" . He called into a number and stated to the CSR that we were promised service with voice remotes and it was not what he had in his order. He read what the CSR had said in the chat to the CRS. He got permission to install the mini's at no cost to us as it was not our fault that we'd been lied to and mislead by the CSR and "Verizon would make it right".  He stated it was a good thing I thought to print out the conversation as proof of what we were told. He was super nice, answered our questions, and when my husband asked if we needed to returned the equipment he said not to worry he would return it for us as we'd already made a trip to return the router and was turned away by the CSR in the local Verizon  store. 

So the experience was stressful and we felt the tech went above and beyond to rectify the errors.  We left good feedback after the install as the whole thing was really messed up from the get go, and, in my feedback text I did add the comment that the tech took the equipment with him when he left.

Fast forward...I am now getting emails and a box sent to my house to Return the equipment. We do not have it as Your tech took it. Add to that, the first bill was just made available and is $200.86 and not $183.94 as agreed upon. I had double checked in the initial chat and asked the CSR twice about the amount quoted as my concern was that we are seniors and have to be careful financially. So I would like to speak to a supervisor or manager...as this is unacceptable and I am Not paying for equipment, a router and two set top boxes, that Your technician took with him.  We have Auto paid our account for years but have it paused now until this is resolved.

I did reach out to another CSR but we were disconnected. 

If not, we will file a dispute and go to arbitration or court if necessary. Verizon cannot have CSR's lying like this and then leave your customers on the hook for not returning equipment that was removed from our house by Your technician.