Billing supervisor

I have called customer service twice about the problem with no resolution yet. I had a technician working on my internet and equipment that they claimed needed a gateway swap. They said they didn’t have one available so ordered one that was shipped to my home and they didn’t come back, I even have their cell number and reached out multiple times about it but nothing. I got my bill and saw that I have been charged $25.99 for that gateway because I have 2 and haven’t yet returned it. I printed a label and tried to schedule a UPS pickup as instructed but they want $28 to come pickup the package because they say that the return shipping is covered but not the package pickup. I then made my calls to customer service and was told they would put in a credit request for the gateway charge since I didn’t request it and the technician did and would also send in an escalation about the package pickup charge yet after 2 weeks now nothing except texts from your company telling me that they will continue billing me for the unused equipment if I don’t return it. All of this along with the service dropping offline at various times is getting me very irritated with how myself and the issues are failing to be handled and resolved. I’m a longtime customer and this is shaking my confidence with the company because it seems all that’s being done is me getting charged for things I don’t control!