ACP Credit Recertification Made a Mess of My Account

In December 2022, I made an error while attempting to complete my recertification for the ACP credit (somehow enrolling in Lifeline instead). I received an email from Xfinity 12/10/22 stating my credit had been removed from my account. I reached out to ACP Support to reapply for the credit, and on 12/21/22, received confirmation that my application had been approved.

Since that time, I have received numerous conflicting emails--for example, stating that I have a credit but I'm not using my service, when I clearly am--I've had my credit card on file charged for $90, and racked up another $30-$60 worth of charges (I don't even know how much anymore).

I've reached out to support several times. The first time, after a long wait and sharing of information, I was redirected to InternetEssentials.com because the rep I was chatting with didn't deal with internet essentials customers. Of course, when I reached that site, I was told to try again later.

When, after several attempts, I did finally get in touch with the proper representative (3/7/23), he had me go back through the process of applying for the credit, then passed me off to someone else to take care of the inaccurate charges.

Over the course of 1.5 hours, I made contact with 4-5 different reps. The last 2 reps both asked me to wait while they reviewed my account, and each time, after 20+ min of waiting, the chat was disconnected and I found myself explaining my problem again to someone else. When the 5th rep came online, I ended the chat. Who has 2 hours to deal with something like this?

What I really need to be able to do is share some screenshots/emails because the situation is complicated and difficult to explain. 

I have documentation of the entire scenario--my approval for the credit after reapplying, 12/21/22; notice on 1/5/23 that I'll lose my credit for not using my service; a bill from the same day (1/5/23) for $89.85--but have yet to find a way to share it with someone who might actually resolve the problem. It almost seems like I have two separate accounts now. 

How about an invitation to DM?