Lied to and billed for a phone that I was offered for free

I am a customer for the home internet wifi anywhere. So the actual device works fine, my issue is the original device sent to me was never recieved. So contacting customer service I was told I'd get a billing credit since I never had the device and that I would be able to pick up another at no charge from the local office. This was a lie. Despite having the proof of conversation, the So called manager said they couldn't do it because blah blah blah and that I'd had to pay an upgrade fee to get the device, but calling in would be able to refund that but they couldn't do it themselves and when calling in they said they saw no reason for having to charge it. Moving forward they had to "shut down the original line" and start a new one. So you would assume that the "original line" was closed and I wouldn't be charged for it right... wrong. Three months later still being charged for a device I never recieved and they no longer have when you can chat with an agent and have everything in writing they have this bs to share how poorly they're performing... sadly the service for the device is decent but the customer service not so great... I need my money back, I don't appreciate paying for something I don't have.