Could not get remote to ship?

Requested new remote through virtual agent. Was told this would ship with $0 shipping fee. When I needed a correction to shipping address and spoke to an agent they told me the virtual agent was incorrect and I could not get a remote without a box. It would also cost $14. They stated the virtual agent was incorrect and didn’t have the most up to date info? This does not make sense. If I did not ask for a correction in address the shipment would have proceeded. Please confirm a single remote could not be shipped?