returned directv equipment

1.  I received an email on April 26  indicating that equipment had not been returned when
in fact, it been returned.  I have email proof and tracking proof.  I cancelled directv and returned equipment on March 15,2022
2.  Once I had been able to find the correct tracking number (which was on a receipt that had the AT&T logo on it) my agent at AT&T  did not know what the tracking number meant (she even called in her supervisor who also did not know) .

 3.  Once I figured out what the tracking number was for and sent that information to AT&T they finally
 realized that the equipment had been returned.  
  When I asked why I got the letter, I was told that everyone who cancels directv gets the email. Part of the email that I received:
Unfortunately, we either did not receive your DIRECTV STREAM device(s) within the 14‑day cancellation period or the device(s) you returned is damaged. In accordance with our policy, you will be charged:
•   A non‑return fee of $120 for the device(s) included in your service
•   The remaining balance of $120.00 owed on your installment planThe total payment of {$120 + remaining balance} will be charged to the payment method on your account on 04/27/2022.