said by toorruby :... now i'm being charged for a lost modem in the mail that is completely out of my control!
Actually, it was under your control. You saved the shipping receipt, yes? That is your only proof that you mailed it.
I think it may be time to find another internet provider. I haven't heard anything like this happen from Comcast customers
I would strongly recommend you lurk a bit in their forum. With any ISP which rents CPE, it is imperative that the customer obtains, and retains such documentary evidence of how, and to whom they relinquished possession of the ISP's property.