billing

My cable box kept saying that the hard drive in it was broken.  i called to get it replaced.  the lady insisted that i would have to pay $99 for service call.  after telling her the problem she said i wouldnt if i was telling the right info.  a man came to replace it & said that he had just replaced 4 of them.  his name is Rowie Rei.  He said i WOULD NOT be charged because it was a defect in the box.  he had a supervisor following him & he would come soon.  he did come and he looked and said yes i would NOT have to pay for the box or service call.  his name was Kurt.  please, i have called and called spending many hours trying to tell the right people with no luck finding the right person.  i have done my due diligence trying to get this straightened out.  please help me get this taken care of.  thank you so much.  Karen Brown