Credit escalation closed without being resolved first

I tried to originally transfer my services from my old address to the one I'm at currently. I made sure my old balance was completely paid off before transferring. When I got to my new address, I saw a 120 dollar charge on my account that said balance transfer or something and it spiked my internet bill up. Im not paying for something I didn't use because it makes no sense. I also saw a bill in collections and I didn't know where it came from for 291 dollars also. I'm assuming the xfinity rep canceled my xfinity services and sent the bill immediately to collections instead of transferring my service. It's been 3 weeks or so since my credit escalation got opened and now it's closed without my problem being resolved. I haven't gotten my 120 dollars back or the random 291 in collections still bringing my credit score down.