Directv/AT&T failed to close account properly and now collection issues

I requested my account to be closed in August 2023 and Directv/AT&T failed to due so properly.  I never received the promised email documenting how to return equipment, so I called them back in October 2023.  The employee I talked to said the account was not closed properly and it would take a few billing cycles to reverse the charges.  That never happened.  I tried working with them several times explaining what happened and all they said was that I owed the amount billed. It's like they are robots and don't listen, just spewing out the quotes from their manuals.  They eventually sent me to several collection agencies, causing my credit to be impacted.  I tell them the same story over and over and they say the same thing as well, except recently they claim there is no record of the cancellation call.  Nice try to cover your lack of knowing 1) how to do your job and 2) how to treat a long time customer.  I will continue to fight these charges on any front.  I see there are others in the forum that have been treated the same way.