credit balance on account for over 30 days

I had transferred the service and paid for a partial month prior to the community providing internet. So I don't think so. I checked my email for the refund instructions and do not see it, event in spam. How do I go about getting it done manually. 

@user_u2l1iz Go ahead and send us a direct message with your full name and service address. Once we authenticate the account we can see what's going on and get the proper request submitted for you. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging 
Click the "New message" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "Xfinity Support" graphic replaces the "To:" line 
Type your message in the text area near the bottom of the window 
Press Enter to send it.