I overpaid my November 2024 bill by accidentally adding a "0" to my Bill Pay. Xfinity accepted the $3770 payment......

It is currently March 25 2025.  Xfinity stated in December I would be getting a reimbursement check for $2724 to be sent out in January but meanwhile, I am still paying my $225-$300 monthly bill for December 2024, January 2025, February 2025 and March 2025.  At this point, I am out of $2724 that I could have used to pay my Xfinity bill and need to produce money to keep my husband happy to watch his sports.  I never received the check that was printed on Jan 10th. One representative of Xfinity could not find a record of this check and told me that I did not lose this check in the mail since he cannot find a record of it being sent. On Feb 19 205 I received an email stating my refund was ready and request complete.  I did not get a token nor a verification code to have another division reimburse me.  After waiting 4 weeks, I still have not received a check in the mail.  I have waited 15 days for a possible prepaid card, but that has not come in.  I went into a storefront to resolve this issue.  I then received another email that my refund request was resolved and in 3 days I would receive addition information.  On March 24, I have not hear anything or received anything int he mail. I requested that again my refund and asked the money to be put back into my account to possibly cancel any checks that have been mailed out in my name.  I will guarantee to used Xfinity till my $2724 was depleted by my continued service.  Any record of my money would be appreciated at this point since I think currently someone has stole this money from me.  Today I just received a text with the following:"

Hi C------, it's Xfinity Assistant. 
Your ticket [Edited: "Personal Information"] regarding your Account refund request has been closed. No further action is required.

Review your ticket here: xfinity.com/support/digital-ticketing

TxtHelpOrStop
Msg&DateRatesMayApply

I reviewed the ticket and it says the ticket is closed.  I checked my account and I did not receive any credit on my account.

I am quite frustrated by this.  Who do I call or contact to resolve this issue?

Thanks
(Edited: Personal information)