Mislead / poor experience

Hello. I called in to customer service today in order to attempt to reduce my cable bill at [Edited: "Personal Information"]  First of all, I felt like I was speaking to a robot or AI. I asked if it was a real person . The phone cut out periodically. There would be dead silences for a while where I had to ask if she was still there. It felt bizarre. The representative kept telling me repeatedly that the only promotion was a mobile promotion for $50 off per month of your cable. I asked about the cost of my cable boxes and reducing them or the plan I was on. She kept saying that this was the only plan and so many people in my situation have taken this plan. I said I did not want to transfer my mobile service and she said not to worry I don’t have to do anything to get the promotion. She asked me if I wanted to get a phone or watch for a family member or child and I said no I did not want a new device. She kept saying no problem I can still help you and you can still get the promotion. Over the course of the 90 min call, she explained that I did have to get a new device but I did not have to use it. I said I don’t want to change my service. She said all I had to do was turn the phone in and I never had to use. She asked for a lot of information that I told her I was not comfortable with it and she said do not worry, it is standard and would not be saved. I said I do not understand why you need my SS card because I do not want to transfer service. I asked why she could possibly need the IMEI number from my current phone if I was not transferring service. She said not to worry. It was standard and would be deleted after the call. She said the only charge was about $20 activation fee that would be credited back today. At the end, she said my new phone would be mailed to me and I would have to set up the service from my current phone to the new device. I explained that this is exactly what I said I did not want the whole call. I received an email with the order for the new phone. I then received an email with my current phone listed with Verizon and instructions how to transfer. I was totally scammed into this. This is not right. It was such a misleading conversation and poor sales tactic. I called back later to have this all cancelled. At first, the mobile rep said not to worry, nothing has been processed, I will not receive a new phone and I was not charged anything. I asked him where I could escalate this experience to and he provided this email. I then asked for a confirmation email that this has all been canceled. He asked me to hold for two minutes. He came back on to inform me that nothing had been cancelled. I will have to receive the phone and return it and call in order to have this plan or whatever scam I got signed up for canceled. I’m wondering now if this is even a real email he gave me. (The email bounced back so I am posting this here.) Please help.  And please help future customers so they do not experience this.

Thank you.