HOW do I request a callback from the department I actually need to talk to, and stop being lead on?

Long story short I bought a new house and set up Internet, on the phone call The representative told me about their mobile plan. She explained how the cell towers are the same as Verizon, whom I was currently in contract with, and were almost half the price. I told her I would be very interested once I was out of said contract. She explained that she could send me Sim cards and once I was ready to activate the plan just to call in. “That way it would be faster.” I explicitly asked her if they would be fine sitting for weeks, even months. She said that would be no problem. Fast forward ten months, my card is lost/stolen. I get an email from Xfinity that my card has been declined. Of course this makes complete sense so I login to make a payment and see that there is a card on file. This perks my interest because what is unpaid? I go back to the original email and realize it is for Xfinity mobile. Two months after I moved into my house and signed up on the Xfinity Internet plan a Mobile plan was activated unbeknownst to me. Eight months I paid on auto draft for a mobile plan I never once activated, never even got the Sim card put into a phone. I call and get the runaround for hours from people telling me there’s no way that I would get a refund, there’s company policy that says they automatically activate after seven days, and nobody would listen to me. I finally get ahold of one person saying that I want a supervisor and I want to request the original call listened to. Finally after four hours I got approval for a full refund. Great! Even after all that they made it right, I thought. Then the 5 to 7 business days pass and I’ve only received one refund. I call back to go through multiple hours of reliving the same situation. 5 to 7 business days pass again and I receive four more months, but again still missing a portion. Now, for the last month, I have waited more than 7 business days with nothing new. Every time I’m told I will get the remaining balance, but never receive anything. The last three times. Today I spent three hours trying to get someone on the phone, and I could not get past the mobile person telling me how I need a supervisor or a manager. Mind you,

that’s what I would tell the first person and they always “promise” to pass along the information.  Every time I say “I need a supervisor or a manager from the Mobile division who can submit a refund which was already approved on my account.” And yet I can never get past the person at the very bottom whose sole purpose is to tell me “I’m sorry” or “oh, I apologize”. So, to end this long rant, HOW do I request a callback from the department I actually need to talk to, and stop being lead on?? Someone please help me!!