Yesterday we went in and traded in our phones and got the new iPhones. The customer service rep lied about the Verizon promotions so that upgrading would be our best choice that is normal behavior and can be expected. But once we were finalizing our purchase she took out two screen protectors proceeded to put them on and told my husband they were "free". She said they "were included with the phones". So we didn't object to her putting them on. Then she takes out two chargers and puts them in our bag and says they are also "included with the phone". She claimed the Apple chargers "will mess up the phone" so my husband didn't object because "they were included". She asked him to sign a receipt for "taxes and activation fees" so he did. She did not give him a copy of the receipt after. She said she would "email it". We never got the receipt so we called and she finally emailed it. We were charged separately for each charger and screen protector we never asked for. She literally picked them out and put them in our bag. A total of 200 dollars. And now we are being told it's non refundable. Also while we were there the Manager took the sales associate to the back and asked her to pretend to be someone else I'm assuming a customer on the phone. She grabbed the phone gave a false name and read a birthday and address off the computer screen and handed the phone back to the manager. This was at the Victor Valley Mall location.