World Global Network Helo LXHelo Would not refund full payment on order placed but not received. Miami, Florida Internet

 I placed an order with World Global Network on February 09, 2017 for a Helo Family Pack for $1519 USD. The company included a older outdated version of this device for "free". The older device was delivered weeks after the order was placed, to date the items that are invoiced with a dollar amount has not been shipped. I placed a call to customer service, to which I waited on hold for 50 minutes before I was able to speak to a person. The customer disservice representative inform me that my refund would be less $320 (the amount of the free device), which by the way is still in the unopened postal shipping package. When I explained to the representative that my order was pla for a Helo LX, I was informed that one of the devices that has not been delivered will be reclassified as "free" and that the actual "free" device would be reclassified as a product ordered/delivered. When asked if this order was placed by you (the rep) would this sit well with you…. The rep stated no I'd probably feel the same way you do. I requested that the rep send me in writing where it states that this reclassification would occur in a senerio like this, the rep could not provide any documentation. The rep initiated a service ticket for my refund. In the confermation email a statement was included on my behalf without my knowledge that reads: Hi I want to cancel and have a refund processed on order: 1354083. I am aware that I cannot return the HELO Classic on this order and that the Loyalty Membership is non refundable. Thank you. Ticket Details Ticket ID: FQF-541-80165 Department: English_IND Type: Issue Status: Open Priority: Normal