Called many times,have a credit balance on my account, Not getting it refunded

I have called Xfinity Mobile customer service several times asking for a payout/refund of my account credits. I had hoped that the credit amount could be applied towards my Xfinity Internet, but I was told they could not use my mobile credit for internet. Hence each time, representatives say they will process the refund to my credit card, but nothing shows up. I have to keep calling back and asking again and each time the customer service would "say you are breaking up" as I already feel heated as Xfinity service has terrible service.

It’s unclear if refunds are actually sent directly to credit ards or sometimes issued through checks or prepaid cards, which adds to the confusion I keep getting long wait times and inconsistent answers.