Mobile device return department

I am in need of the assistance from a live agent phone call concerning the return of a mobile device . I have already previously attempted to do so on 3 seperate occasions with live chat snd told to return in store.  In person at a store location I was told since the initial purchase was made over the phone that I they could not do the return and in stead refereed me back to live agent.  This run around is extremely frustrating and time consuming and I would greatly appreciate a helpful response on your end please