Credit for returned U-verse equipment

Does anyone know how to get credit for a returned U-verse equipment that was late due to not having label. I had to call for one and it was misplaced in mail. Long story made short my father is being charged 267.49 and 150.00 is the equipment , service ( he don't have)and late fees . We live in a town with no UPS store so this made it more difficult. My father is on a fixed income and had already paid his deposit . I have called and gave them tracking number but still no credit. My Father had just gotten use to the internet and was hooked on YouTube .  Now he has no service due to not being able to pay bill. If anyone can direct me to the right number and extension we would greatly appreciate it. I have called with several failed attempts. Tracking number