tv on account

I ordered tv added to my internet and phone on October 3rd. I noticed the other day that it has my account updated with these services but has a tv box with model number Serial #: MV1949VM4623 on the account. I have never gotten a box. I called customer service and spent over 30 minutes being told to "hold on a minute" only to be told that my order didn't process so the agent can process it and send out a box. All good except my billing online shows $134 and some change and she wants to charge me over $165/month. I tell her "nope" so she puts in a "ticket" and now I am waiting for a box that probably won't come and I am being billed for it (along with cable I can't watch)