I have been told I am getting a return box and return labels

No you will not get a refund the first CSR was correct since January you pay for and receive service until the end of your billing cycle.

You need to take the HR44 and your account info to a UPS/FedEx store to return it keep the receipt. The HR24 is to old to return and should be taken to an E waste center or go to this website to get a shipping label to send it to them  https://www.goodwilldenver.org/dtvcustomer/.   There should be a model number behind the access card door or on the bottom for the mystery box.

So, I just need to post this for general information.  After my original post saying that I was told I would receive boxes for mailing and seeing numerous posts saying that DirecTV , AT&T, et.al. no longer does that, my husband and I took our equipment to UPS yesterday.  They took all 4 of the boxes, even the ones that I was told were too old, all of the wiring, and the remotes to mail back to DirecTV.  We did that yesterday because the last rep I spoke with by phone indicated we would be charged x amount of dollars for each box if they did not have them by the 18th of July.  So, what shows up today by FED EX?  Two large boxes for us to mail all of our equipment back to DirecTV.  Obviously, they do still do it, maybe not timely and possibly not consistently, but they do still do it.

Yes there has been confusion regarding the updated info regarding both the return process and cancellation policy.

Current return process is you take boxes to a participating FedEx or UPS store for the free return, making sure to keep receipt showing they took possession. The old process of shipping a return kit by FedEx to be returned by USPS (post office, not UPS) is only supposed to be used if you are over 10 miles away from a participating shipper.

Though models HR34/C31/H24 and older are non-returnable, some shipping locations have logged them in. Unknown if error allowing them to be scanned in or that DirecTV has implemented a built-in recycle process. A return kit shipped to you of course would only be for the returnable models.

Back in last November is when DirecTV sent notice to all us customers regarding the change in the cancellation policy. I liked the intention of the old way, but a flat simpler policy for the average customer makes sense from a business standpoint, so I can understand the change. Here is the notice for reference:

Please read this if you receive DIRECTV and/or AT&T Fixed Wireless service(s). We want to remind you that you’re billed in advance for recurring service(s) and/or programming charges and applicable fees based on the terms of your current service agreement(s) with us. Starting January 14, 2019, subject to applicable laws, we’re updating your agreement(s) to include your recurring service(s)/programming charges and fees won’t be prorated if you cancel the above service(s) on any day other than the last day of your billing cycle. Your service(s) will continue until the end of your billing cycle but you won’t get a refund (prorated credits) for any remaining days left in your billing cycle. For products not listed above, refer to their terms of service for more information.

Questions about this change? Go to att.com/ProrationPolicy for more information and to see the revised section of your service agreement(s).

AFAIK it was emailed only.

DirecTV moved to where the only returnable models are SWM-only which would be the H25 and any "Genie" except the 1st generation (HR34, C31). They appear to be moving strongly to a Client only setup, as shown by the Genie-2 (HS17). The HR24/H24 and earlier can use the old multiswitch, and remain on the old software. If you got return kits for non-returnable models, certainly make use of them as an easier way to recycle. Personally I wish they hadn't made the HR24 non-returnable as it is the last regular HDDVR made, and going to a Client only setup has problems inherent to that design.

The notification regarding the updated terms about no longer prorating and instead having all cancellations go through at end of cycle, I received that to the email I have on file with them. This was received at the end of November, so a few weeks prior to the email about the new rates for 2019. It is my understanding this was auto generated to send to all contact emails on file. As for if a notification was included hard copy, included with the bill or by itself, that I cannot say for certain. However I would expect that it at least went out by paper if there was no contact email on file at all, as any company I have had service with will send updated terms of service to all customers without fail as this protects the business.

But the agents are correct that there is no pro-rating of the final month, hence no refund. If you accidently paid more than the bill owed, or on purpose to have a running credit balance (some people do this), then of course that would be refunded as that is simply an overpayment. Since we now pay through the end of the service month, might as well keep boxes hooked up and active through that so you get what you are paying for.

If it went into the junk email, that is unfortunate, but would not be the fault of AT&T. That electronically would be the same concept of going to the mail box and dumping anything that was perceived to be junk mail and missing something important.

I would suggest updating your junk mail options, not just for AT&T but any other company you have service with, to avoid a similar situation in the future. Many companies provide electronic notice of updated terms, including the listing on the website for review, even if you receive paper bills. They would completely do away with paper statements and just do it all electronically if they could.