Help with refund

I need the lies to stop when being told about a refund I requested for a monthly charge when I returned the equipment I ordered and could not get it hooked up in my home. I have talked with at least 2 people on Xfinity chat about this and explained that when I ordered the x one that I couldn't get it to connect so I returned equipment and was told that I would get my money back for being charged for the month. That was around January 19th. Afterwards I followed up on my request and was told I'd receive the refund by Feb 20th. 2 weeks have passed and still no refund. Can we resolve this today or maybe just lie to me more....