Escalation manager

Returned equipment and extremely rude Manager. 

Please help I am a Direct TV customer. Prior to that I also had AT&T television. Recently I called to inquire also about WiFi in my home and was informed that there was a balance in my account for equipment not being returned and a early termination fee. I was floored because the equipment was returned via UPS and AT&T location and I have the tracking number. So the women was great she found the equipment return and reversed these charges. Ref#127481 I was so grateful so then she said ok let’s look at the early termination fee I was never even informed if I made a change in something that places you in some contract# service was cancelled on May 5 2017 confrimation#332209740. I explained I became disabled and had to move. So she said I will send this portion over to another manager since they are are not here in Saturday and have this 100 taken off but to call back after Wednesday’s and it should all be cleared. I called back today and spoke to the rudest man ever he name was Matthew and he insisted that she did not remove my charges and did not find my ups tracking and nothing will be done. Well I am just beside myself that I have the UPS information and the equipment has been returned. I really need some help with this please do all possible to help me I am in a limited income and returned this equipment as instructed and this Manager was just horrible. I am so upset with your company I want to cancel my Direct TV. Please help