"FREE" phone nightmare

I had contacted customer service online because our internet bill doubled last month. The rep offered us the original package price with a free mobile phone. I said that I do not need a phone I just need the home internet. They assured me that this was the only way to get the same price we had, and that the phone service was 100% free. Fast forward and now we're being billed for the phone and service. I reached out to cancel the phone and service and get a return label. Well the online chat rep told me I had to return to a store for a refund and to turn in the mobile phone (still in the box). When I arrived at the store they told me the online agent had deactivated the line already so they were unable to do anything for me. I was told to call customer service and explain the situation so I could have it sorted out.

I called and talked to someone who said they were reversing the charges that had already been taken from my account, and taking our card "off file" to prevent any future charges. They also told me I would be getting a return label emailed to me to send the phone back. I just logged into my account hours and hours later to find that nothing is changed. No return label was emailed to me, my card is still on file, the charges are still there. This whole process is such a nightmare, I don't understand how any of this is even legal. If this doesn't get resolved I will be forced to cancel my card and dispute any and all charges with American Express, or get my lawyer involved.