Hi Lorrainebfarmer, thanks for getting in touch - apologies for the delayed response.
I'm also sorry to hear you've had some issues following the return of your equipment. May I ask how long ago you sent it back roughly - I hope there's been some progress since your post?
I've seen a few instances recently where this is taking longer than it should due to delays at the warehouse - any fee's put on the account are removed retrospectively once the kit is eventually scanned in.
In case it's something you still need help with now I'll get in touch via PM so we can take a look into it.