Hotspot not working

We recently purchased the Cricket Icon phone which is listed as a hotspot compatible device as well as the unlimited more plan. However, when I attempt to turn on the hotspot it says I need to add that feature to our plan. I went in store and they could not help because again, that feature is listed already on our plan. They referred me to customer service and customer service told me to go to a store to resolve the issue. I feel lied to and cheated as basically everyone I spoke to just told me there's nothing that can be done. Is this phone hotspot compatible or not because the website says it is and every rep I spoke to says all phones sold in stores now are hotspot compatible as well. Please help.