Metro by T-Mobile review: Communication chaos is breaking my bank account

I've had Metro by T Mobile for at least 7 years. About 6 weeks ago, I ordered their home Internet service and my box arrived. I was actually ordering it for my son who lives with me and is in bad health. It was a surprise for him. When the box arrived, I found out it wouldn't help him. I called Customer Service about 5 weeks ago and was told that they'd "send me a box with label to ship it back to them & my money would be credited back to me as soon as the box shipped back to them". THE SHIPPING BOX NEVER ARRIVED HERE ? So after 2 weeks waiting AND MY PHONE SERVICE BEING DISCONNECTED FOR NON PAYMENT OF INTERNET BOX AND HAVING TO PAY ANOTHER $45 FOR INTERNET BOX ? I phoned Customer Service AGAIN. I was told that ALL I HAD TO DO WAS TAKE IT TO UPS STORE. So I took it there and found out that they don't have a contract with Metro. I DROVE to Metro on North Kansas Expressway and was told they couldn't help me. I called Customer Service AGAIN and was told to "go back to Metro and call Customer Service AGAIN when I got there". So I did that. It resulted in a man at Customer Service asking for my email address and telling me that they'd "send me a return label". THAT WAS A WEEK AGO. WHERE IS IT? Ever since I ordered the Internet box, my phone service has spiked from $69 to $82 per month. I didn't mention that to them because they don't speak English well and communication is hard. NOW I'm worried that I won't get shipping label before they demand another $45 for the box.
MAYBE THEY'LL READ THIS AND UNDERSTAND THE PROBLEM AND HELP ME