Errors in Equipmet Billing Charges & Errors in Equipment Returns.

I'm being told over and over and over and over that I need to return "equipment" and I'm being charged for equipment until this "supposed" equipment is returned.
What exactly does this mean??
Why hasn't this been solved??
This keeps coming back saying I have to return equipment and getting billed extra for it, each time I call/chat I'm told: "We are sorry for the inconvenience" "we apologize for the error"

it gets credited, BUT it continues. I have a long list of calling and chatting (over 20 times over a 3 month period..)

What is the deal??????