Sold the service without the full terms

Has anyone had these issues with communication? How did you solve and what did you need to provide?

I called ATT at the end of March to move my internet service. After 30 minutes of turning down the pitch for multiple levels of higher speeds, mobile plans, she moved on to Direct TV Stream. She said that for moving my service, someone would need to come in person because my apartment building is a new build. Because that fee is $95 she offered again the stream service for $89 a month along with free HBO and other premium services. Fine, I'll pay a month of TV instead of $95 for technician. I already used YouTube TV with my family, and figured it would be worth trying to see if it was worth the switch. With HBO included, the price wouldn't be much different than paying YouTube TV and HBO seperately.

I asked clearly (after being burned by Spectrum before), " I can cancel this anytime with no penalty and owing nothing else right? even just a month?"

She moved through all the steps of signing up, but apparenly avoided most of the terms and conditions. She simply asked for the codes I was emailed saying "this for use of the box" or "this is for charging tax today." never explaining the terms and conditions that I was agreeing to by provding the codes. 

No where did she mention that I was purchasing a cable box that I could not return or effectively use without the streaming service.

Never mentioned a 3 month only period of free HBO. After clarifying that it would come with it in the same way as how I currently use, she confirmed, this comes with HBO Max

Never mentioned the brief 14 day grace period for canceling and getting anything back. Even though I clearly said this would only be for a month, yet she knew I'd be stuck with a box. 

I called to cancel today after never using the service. My mistake was missing my first month payment and only seeing this May one, triggering my need to get this solved. But I had no DirectTV account and hadn't received any invoices in my email or mail. ATT sent me to the DirectTV site, I tried to log in and was told I didn't have service on my account. I was on chat for an hour figuring out how to add an account without the intro registration email working. It finally showed me my account. 

She told me I needed to call and cancel and gave me the number. I was lucky enough to get the sweet Adam who listened to all of this. He relayed to me that while he could cancel, I would owe the remaining $110 for the box. I was confused, as this was the first I heard. He said it's not rented or leased, it's bought and I selected the payment plan of $5 a month. I told him how that was never explained to me. He said on his end it showed I accepted the terms through the code process, but believed me when I told him that was not explained when she asked for the codes. Nothing about these terms were or I would never agree to it. He said you do need the box since you don't have a certain TV model. I said, she never asked for my TV model to know. 

I told him exactly how my call went, i did not seek out the service, just wanted to move my internet. It was pitched as a way to waive my technician fee and could be canceled. Adam was quick to escalate, however a quick "too bad" came back. 

I'm now awaiting a call from the higher escalation team, but am so discouraged. The amount of money this will cost me is over 3x the technician fee I was convinced to avoid. 

If nothing happens, I'm out almost $350 and will have a box I can use to access the Google Play Store (which my TV can do, yay.)

Has anyone had these issues with communication? How did you solve and what did you need to provide? I'm hoping they will listen to the phone call, but have read that they have no obligation to do so. 

I'm stuck with using ATT internet since that is all my building is wired for, which is a huge bummer because I would love to move past ATT altogether.