Modem return problems

Having issues with Hughesnet after shipping back a dead modem. First, here's a little background ::

1. Modem would not connect to internet, only 2 lights on. Called HN tech support, CSR asked me if it was snowing, when I answered that it was he told me that HN had turned off the interent because of the snow and to wait until the snow stopped.

2. That didn't sound right so called back, got a different CSR and she correctly diagnosed a failed modem. She told me a new one would be shipped to arrive in 3-5 business days.

3. 7 days later I still had not received the new modem and called HN - somehow the modem did not get shipped !!!
4. HN overnighted one to me at no additional charge.
5. March 1st - I returned the failed modem using the enclosed shipping label.
6. March 23rd - received email from HN warning me that they had not received the returned modem.

7. March 25th - called HN, talked to CSR Mario Cabello, he did some checking and told me that HN had received the returned modem March 13th and that there would be no $125 charge. (case 119500653)

8. April 14 - my credit card was charged an additional $125 !!
9. April 14 - called HN, talked to Klay (case 119940491) she reviewed my account, said she would talk to accounting to reverse the $125 charge and would call me back the next day at 1 pm PST

10. April 15 - no call from HN at 1 pm, so I called HN, the CSR checked with accounting and told me that they could not issue a refund because the RMA was still open. I told her about my March 25th conversation with HN where they confirmed receiving the modem and she said she had a record of my calling HN, but, no record of my actual conversation. So HN now says they did not receive the modem and I'm out $125 !!!!

11. I did not get a UPS tracking number when I shipped the modem back and I totally regret that !!!!!

So, which CSR do I believe - the one that said HN received the old modem or the one that said they didn't ???!!!!!!!!