I am being charged for returned equipment

I was on the phone with AT&T all day one day back in January and it resulted in the worker believing I had fraudulent activity on my account. It looked as if I had closed my account and then was being charged for it being opened again. This was not the case and I submitted a ticket for identity theft thinking it had been resolved.

next I get a letter from the collections. I was on the phone with them from 8:00 am to 4:00pm being transferred to someone else and then the call would drop and transferred and then oh here is the number you need. I spoke to ten different people and got nowhere.

I call again this morning .. call dropped and called again.. finalllllyyyyyy told that it was an equipment fee and  nothing could be done because it was handed over to a collections agency.

next I ask for a manager. They transfer me to someone else ( and I ask if this person is a manager and they say no.. this person says it is okay though because I am going to take care of it.) I give them the reference numbers on the receipt for the equipment. She says okay thank you. I ask what will happen next. She says the ticket will be escalated and fees will be removed and collections agency will be notified. 

I receive an email that says escalated ticket closed and no refund given because equipment was received late and no “proof” that equipment was received. 

I was LIED TO.