Lost money

Xfinity mobile issued a refund to me on Nov. 24th during that time I called them multiple times to check on my refund. Each person told me a different time, one person said 7-10 business days, one person said 24 hours, one person said 4-6 weeks because it was a manual transfer. I wait the 7-10 business days, contact them, another person says it’s still processing, after the 7-10 business days. So I call them, to which the person on the phone states that the refund has already been extracted, on Nov.28th and I should’ve gotten it. 
Well it’s Dec. 15th, not only did xfinity basically give me a run around for 3 weeks. But after all of that. I still don’t have my money, to me it just seems like they took my money, gave me a run around, and then lied about it. Because when I told them I’ve contacted my bank, and my bank doesn’t have the money, they told me I’m out of luck, when they lost my money in the first place.