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Returning BT equipment

I have left BT. I have send my equipment back. I have confirmation from BT that they received only one item, well both items were returned in the same bag, as only one bag was sent. It took over 8 weeks to receive the bag and I had phoned and emailed them numerous times. Now they want to charge me for the item they say they do not have? I have tried phoning them 3 times today. I have been holding on an hour on each call for them to cut me off. I am desperate to sort this out and I need to speak to someone at BT ASAP. Please help if you can

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