I've read this with interest because I'm having a very similar problem (possibly with the same company), and it's been going on for months now with no resolution.
Back in November, my cell phone got destroyed. I called the company and ordered a replacement. They sent me *four* replacements. The included invoice said 1 phone ordered, 1 phone shipped, but I got four.
I notified them immediately of the mistake, they said they'd send out three return kits. The return kits never arrived. A month later, I got billed for the three extra phones (that I did not order) at full price, $300 each. Again I called, again they promised a return kit, and they gave me a temporary credit on my bill. I paid the amount I owed for my service (less the extra phone charges), and they said the matter was taken care of.
Three weeks later, I still haven't received a return kit, but I have received a disconnect notice. The notice is because I haven't paid the $1000 for the unwanted phones ($900 + almost $100 in sales tax on them, plus a $56 late fee for good measure). I call back, the agent gives me another temp credit and swears that the kits have been sent, but I'm sure that I never got them - I was out of town in the time between and had the PO hold my mail while I was gone, so everything that came during that timeframe was at the post office and was picked up personally by me. They have the right address for me, the bills certainly aren't having any trouble getting to me.
The agent tells me that I can return the phones to an official company store, and we agree which store I'm going to take them back to. I drive all the way across town, wait an hour or so to be seen, and the people at the store tell me they cannot (and will not) take the phones, because the phones did not originally come from them. Another call to customer service (in the store) results in another promise of a return kit, which is guaranteed to be to me in three days.
It's now been ten days, and still no kit. I called back yet again, and yet again I've been promised a return kit. In nine days my billing cycle for this month ends, and I've little doubt that I'll have to make yet another call to keep from having to pay $1000 to keep my service on, and that I'll be promised yet another return kit that will likely never arrive.
If I, as a consumer, cannot make promises to them that I don't keep (such as telling them the check for my payment is in the mail and I just don't know why they aren't receiving it), why can they keep making promises to me that they aren't keeping? I did not order the &%$@ phones in the first place, and they agree that I did not - that it was a computer error on their end, the computer ordered me one phone, four times. But how long are they allowed to keep letting this drag on? At what point do I get to say "enough, already - either give me a local option to return the phones, or write them off if you cannot find a way for me to return them that doesn't also require me to pay the return shipping."
I even offered this last time to actually pay out of pocket to return them if they'd give me an address to return them to, but only on the condition that they'd let me out of my contract without a penalty once they had the phones back (because by this point, I'm so frustrated that I really don't want to deal with them anymore, ever - and I don't trust them to reimburse me the shipping expense if I pay it upfront). They wouldn't do that either. I have been with this company for five or more years now and up to now have been very pleased with them, but this has gone beyond ridiculous and I'm really, really tired of having to spend so much of my own time trying to get their mistake fixed.
I can certainly sympathize with the original poster, and can only hope that they do eventually get their situation resolved (and FYI on that - if the return shipment kit is via UPS or FedEx, either shipper will come pick it up from you if you call them, you shouldn't have to take it to them yourself or get someone to drive you).