device issue

I have had two extended chats with agents online so that they could correct my account that shows 3 devices even though I only have 2.  Both times the agents said it would be fixed and it still is not.

Transcript of latest conversation is copied below.

Ruby (13:25:55 EST) : I can see that you have 3 streaming boxes with DIRECTV STREAM.
Visitor (13:26:13 EST) : I only have 2, that's the problem
Ruby (13:26:26 EST) : Got it!
Ruby (13:26:43 EST) : Let me check with my resources.
Ruby (13:28:23 EST) : I have checked with my resources and in this case I will right away involve the Tech team on this chat to get this taken care. Please stay connected.
Info (13:28:33 EST) : Ruby has transferred this interaction.
Info (13:28:34 EST) : The interaction has been transferred to Cathy
Cathy (13:28:57 EST) : Thank you for contacting DIRECTV! My name is Cathy. Let ne checck the previous conversation.
Visitor (13:29:09 EST) : thanks
Cathy (13:29:52 EST) : You're welcome. Please be rest assured.
Cathy (13:30:59 EST) : Thank you for waiting. I have checked and see that you have 3 devices on the account.
Cathy (13:31:12 EST) : And you are getting charge for 3 devices. Do you have 3 devices currently?
Visitor (13:32:12 EST) : That's the issue, I only have 2 devices and have never had 3. You can see that one of the devices on the account has no serial number. I never received that device. I only need the two that I have. One is on installment, and the other I paid for in full.
Cathy (13:32:36 EST) : Got it, let me correct this issue for you.
Visitor (13:33:09 EST) : I hope you can do that, the last person I chatted with said the same thing but it was never corrected.
Cathy (13:33:13 EST) : Can I have serial numbers of the devices you have?
Cathy (13:33:30 EST) : I'm so sorry for the hassle. I'll do it right now.
Visitor (13:34:08 EST) : X71VE0NC008421 and X71VE0PV042335
Cathy (13:34:13 EST) : Thank you!
Cathy (13:35:17 EST) : Please allow me 2 minutes here. I'm working on it.
Visitor (13:35:25 EST) : ok, thanks
Cathy (13:35:38 EST) : You're most welcome. I appreciate your patience and efforts.
Cathy (13:37:59 EST) : Thank you for waiting. I have checked and see that due to technical issues you are seeing 3rd device on the account.
Cathy (13:38:20 EST) : No worries, I have successfully removed. You will get that updated within few hours.
Cathy (13:38:45 EST) : Please be rest assured, I'll also go ahead and add the credit of $5 which is charged for the device.
Is that okay for you?
Visitor (13:39:10 EST) : Yes please, and will the billing be correct in the future?
Cathy (13:39:24 EST) : Yes, your upcoming will be correct.
Cathy (13:40:11 EST) : Your upcoming bill will be $94.99/month. I have also applied the credit of $5.
Cathy (13:40:17 EST) : You will get the confirmation email.
Visitor (13:40:41 EST) : Thank you. May I also get a transcript of our conversation via email?
Cathy (13:40:54 EST) : Sure, I can send that for you.
Visitor (13:41:02 EST) : thanks
Cathy (13:41:16 EST) : You're welcome. Once the chat is ended you will get the conversation.
Cathy (13:41:23 EST) : For future use, you can refer this link : https://www.directv.com/support/stream/

Cathy (13:41:37 EST) : To recap, you have contacted us regarding the device charges, I've helped you with the credit and removed the device.
Is there anything else I can help you with today?
Visitor (13:41:58 EST) : The email I just received says my next bill will be $XXX
Visitor (13:42:13 EST) : I mean the Dec 18 payment
Cathy (13:42:13 EST) : No, you will get the email again within few hours.
Cathy (13:42:27 EST) : As the device will be removed and the bill will be reduced.
Visitor (13:42:41 EST) : ok
Cathy (13:42:57 EST) : Thank you! Do you have any other queries for me?
Visitor (13:43:06 EST) : not now
Cathy (13:43:16 EST) : Perfect! To be fact, I should be thankful for your patience and kind understanding.