Need the highest department to help me with my concern it’s been a long time falling offMy credit balance to be sent as check not on bank

Hello,I have credit balance and the representatives tell me the check was sent and transferred to my mailing address as a check slot of representative talk to me and don’t give me the correct answer at all as a Xfinity customer for 2 years How would I go about this i want to cancel Xfinity services at this point no one has the answer for your customer you guys are just keeping it and not bothering to reach out as a corporate company customer care should at least matter if you see  all verifiable accepting everything that much I need the answer from Xfinity ceo giving the right answer because I get a new one every time I deleted my banking account  because of Xfinity I represent but Xfinity is taking my money making me and my family starve because of a mistake from both ends