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Why fizz is charging for returned modem?

I canceled my internet subscription and sent over the modem as instructed. I got an email saying that the modem wasn't received. I contacted support through chat and gave them the tracking number and told me all is good.
Now I received an email saying that I am charged 150$ because they haven't received the modem.
This is the second time this happens. There is obviously something wrong with the system that needs to be fixed.


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