Was I in the Wrong?

Returning a hotspot to Verizon because it didn't work well. We've had it for 2 days. We learned yesterday it was not going to do what we needed it to do.

I go in and they take my name. They tell me there are 3 customers ahead of me and that it'll be 15 minutes. I say okay and wait. A girl comes out about 15 minutes later and I explain that I want to return the device because it's not working the way we thought it would. I say that I understand there will be a restock fee, I just want to return the item and cancel my plan.

She says no problem, goes to the back and comes back out about 3-4 minutes later. She asks for my wife's number because she's the one who bought it. I give her the number and the woman says that with the refund, data used, and restock fee, the net payment will be $29. They will send a payment link to my wife's phone because their self-service kiosks are down and they have no way to take payment. I say that's fine and I tell my wife to be on the lookout. About 3 minutes go by and the woman asks me to ask my wife if she's gotten the link. I ask my wife, she says no, I tell the woman and she says unfortunately if she hasn't gotten the link yet, it won't be coming and that I'll have to pay in cash. Exact amount of $29 because they can't make change.

I've been perfectly pleasant up until that point, smiling, laughing at jokes, etc. But I lose my good temperament and (still calmly) tell her that I will not be doing that, and they can cancel the plan, return the item, and bill my payment info on file. She says that's not possible, so I say fine If I'm charged I'm going to put in a chargeback on my card and I'm not sure where we go from here. She says that I have that option and that I'll need to take the device back. I say, this time not as calmly but not losing my temper, that I won't be taking the device back and that it's crazy that you want me to go get you exact change to pay a net amount to return an item. I say this as I'm walking out the store. She's shouting after me "sir, sir, you have to take this." I ignore her and keep walking out the store. I call corporate and explain the situation and, lo and behold, they handle the whole thing over the phone.

What says the OT?