What is it difficult to get resolution?

I had an account with Charter and signed up in January 06 I believe. They told me of a package they were offering for internet, phone and tv. When I received the bill it was incorrect. I called and after 1 1/2 hours on the phone they adjusted the charge. The next month the billing showed the adjustment and that they put it back on. Again, I called and after 1 1/2 hours they tell me that person did not have the authority and it was reversed and that they would again. And again it was not. By this time I have had it, I canceled. That took about 45min of phone time. They wanted me to return the equipment to our City Hall. I went there and they would not let me upstairs to their office and no one would come get it and the receptionist person would not take it. NOW collections is calling me! You can certainly see that Charter is not settling well with me. I certainly agree that is there is any payment that needs to be made that is fair and was agreed upon I will make. But I did not agree to the wrong price for January and February when I joined. And I did try to return the equipment and Charter would not let me mail it in. I still have it. I called today and was on the phone for several minutes with Carols telling me that customers like me is what caused Charter into bankruptcy then placed on hold for 15 minutes waiting for a supervisor then of course being disconnected. I beg to differ of Charters issues are with service. I would like for once to proved wrong that Charter is not difficult to work with in customer service. Thank you for any help you can provide.