Need help please returning unused equipment

I am in tears over this!! Already today I have hung up on 2-different people out of pure frustration!! This is what I need to accomplish please. Return 3-single tv adaptor boxes, NOT my main one!! Last month, after pulling teeth - I got someone to send me 2 boxes with 2-UPS labels so I can return the equipment. Ups showed up, picked up and took them away. Fast forward to today, and I’m told it can’t be done. I have to print the labels but the equipment I want to return doesn’t show up on my device list. The person told me to try printing a label for my MAIN box. I couldn’t, and it shows a return has started for it. NO!! I’m not returning this one!! I just want you to send me return boxes AND labels so I can box it and have UPS come period. I CANNOT get to a store location, personal reasons - it is not possible.
 I also need someone to update my account to show the equipment I actually have and want to ensure I’m NOT being charged for something I don’t have. 

I need help!!