Charge for replacement equipment

One of my wireless genie boxes has not been working since I had to replace my main genie box for an overheating issue.   I called support today and we could not figure out how to fix it. I was told they would be sending me a replacement for free but now there is a charge on my account. I would rather not replace it and stop using that wireless genie than play for a replacement. How do I cancel my replacement order to prevent being charged?