What the company is this ????

Here is what has happend so far:
I have been renting a router from verizon and realized it's a waste of money and i need to buy one. i bought one for over $200 on verizon only to find another verizon router through amazon for half the price. I now want to return both my rental and my bought router to a verizon store. I go to the verizon store located on 7110 Ridge Ave
Philadelphia, PA 19128. The representative at the store takes my router. I ask him for my reciept and he states "I already exited out your account . it should have been emailed to you" I check my email and it's not there nor in my spam box. I ask him to reprint the reciept for me. He states he can not do that. I call verizon while in a verizon store to see if they can help me. I wait an hour after my rental and 20 minutes fora return call from verizon. I tell the representative on the phone what had happend. She states she does not see the equipment returned on her end. I hand the phone over to the store rep who states the same story . The phone representative states she can not help me at this time but will write a note that i returned both routers. I ask te store rep if he can sign a note that i hand wrote t hat states " [customer's name] has returend both routers to stre 7110 ridge ave by [store rep's name]" he states he can not sign the note. I then came online to speak to a someone who could help me with this issue. The person states I need to be sent over to billing. I wait about 30 minutes to be transferred and still have not heard anything from the support chat box.
What is going on.
I just need 2 simple things. 1) refund for the router that i bought for over $200+ and 2) confirmation my rental router was returned. Is there anyone in this company that can help me ??????