Charged an early termination fee for changing my address!

I submitted a request to move my services because I recently moved. Instead of updating my account, customer service rep canceled my service and open a new account In my name. They have denied my claims to dispute this charge and are sending my amount to collections. They also are saying I didn't return equipment that I never received! I've beena loyal customer for 10 plus years and can not bring myself to all customer service again! I can't understand the representatives and they promise that this will be handled etc but nothing happens!