ATT Saleswoman promised the installation fee would be waived

I recently set up a second DirecTV account at my second home. The saleswoman who sold me the service (on a phone call to what I assume was an ATT employee) said "since you are an existing customer at your other address, we will waive the installation fee for this second home."

My first bill for the second account comes and it has a $99 installation fee, contrary to the promise made by the saleswoman.

I call the support line to complain, and to try to get the charge removed. The guy who answers the support line, by the way, doesn't answer any of my questions himself (was he a trainee?), he texts all of my questions and comments to a supervisor, who I never get to talk to. The agent then just reads me what the hidden supervisor writes in his text response.

First the supervisor says about my complaint "oh, you'll get refunded that fee when you eventually close the account at your other house." I told him the gal who promised to waive the installation had no idea when I would be closing the first account, she made the promise unconditionally. And I don't why the waiver of an "installation fee" has to wait potentially years to be implemented, when she implied it would be waived at the start.

Then the supervisor wrote back (again, as read to me by the support guy on the phone) "Oh, it's not really an installation fee, you are actually 'paying for the Genie 2 box'." That's nonsense of course. I asked "so I now OWN the Genie 2 box? I don't have to return it?" Well no, they said, you have to return it. "So it's a deposit then? I get the money back when I eventually return the box under this new contract? Because my bill specifically calls it an installation charge." Well no, it's not a deposit, he wrote. "So how is it I'm 'paying for the box'? Isn't it just an installation charge, like my bill says?" No clear answer comes back, the supervisor just digs in his heels and says "I've reviewed all charges on this bill, they are all valid. You have to pay it."

Oh and I also ask - "why does the bill say that I 'agreed to pay the installation charge in 3 equal installments?' The amount is $99 - will I be paying $99 two more times? Cause I KNOW the sales lady never spoke about '3 equal payments' of ANYTHING." Well no, he said, the installation charge is always a one-time $99 cost (notice that he finally started calling it an installation charge, after denying at first that's what it was). He also claims that his system doesn't call it an installation charge, nor does it say anything about 3 equal installments. Fortunately I know how to do a "screen grab," and I have a printout of what was on my screen inside of my online ATT account.

Bottom line - I was lied to about a significant charge by the sales agent  as part of her attempt to persuade me to sign on to a two-year contract, then I was lied to (twice) by the support team to get me to stop complaining about the presence of the supposed-to-be-waived charge (first lie: "you'll get it back when you close your first account", second lie: "it's not an installation charge, you are paying for the box").

I asked for the issue to be escalated. Of course I have zero chance in (Edited per community guidelines) of getting this all resolved in my favor, despite the fact that ATT records all of these phone calls and could establish the veracity of what I'm saying in a matter of minutes. And despite the fact that my bill clearly states it's an installation charge, not an equipment deposit. So basically I'm locked into a two-year contract despite repeated acts of bad faith by ATT. Oh well...