Refund for cancelled service & unauthorized charges

I reached out to customer service in May 2024 when the ACP program was ending and asked to cancel my internet service since I was told I was not eligible for Internet Essentials because that was only offered for NEW customers (which I disagreed with as the press release stated it was for new customers AND for recipients of the ACP). I subsequently switched to Verizon who offered the Verizon Forward internet program. I reached out again in August 2024, this time calling and speaking to live representatives who transferred me and disconnected me several times and were extremely rude, but I made it clear that my Xfinity internet should have been disconnected as well as why and I was under the impression that it would be taken care of as originally agreed upon. I am disabled and my daughter assists me with managing me my affairs and finances. She signed me up for Xfinity mobile and autopay has always been set up so when I saw deductions by Xfinity I assumed it was for mobile billing. I noticed the other day in the app that I was somehow still enrolled and being billed for the internet service even though my modem/router was unplugged and has had zero usage since May 2024. I again spoke to customer service via chat and the agent assured me that she took care of it, that she had backdated and set up a credit and that I would be fully refunded  immediately. She said that she had made thorough notes on my account and that I would be just lastly need to speak to the team responsible for finalizing the last step to issue the full refund owed, who would be calling me immediately after reviewing her notes. I did receive a call from Xfinity then, but the agent I spoke to had no knowledge of my conversation with the chat agent and I had to explain my issue all over again. I was again put on hold, disconnected, and then called back by a different agent who also needed me to fully explain the issue once again. She told me that she would disconnect my internet service immediately this time but that I could only be issued a refund of $100 because the bills include a statement that I only have 120 days to contest them. She said there were no notes in my account about previously disconnecting my service, only something about a complaint re internet essentials from my phone call in August 2024. I asked why Xfinity would continue to bill an account that was obviously inactive- what if someone died, would they just continue to bill them indefinitely and she said yes they would continue to bill an inactive account of a dead person until someone else contacted them to cancel it, which I think is both highly unethical and absurd. Since she referenced the teens printed on my bills, I went back and read through the agreement from April/May 2024 in full. As far as contesting within 120 days, I believe I complied with that when I called in August 2024. The agreement also says that continuing to use the service would represent my agreement with the changed TOS- I did NOT continue to use the service, you can confirm that my Xfinity internet has had zero activity or usage since that time as I had cancelled it and switched to a different provider. And it also states I have one year to raise an action or to request arbitration, which I am within one year of the August 2024 phone call in which I contested the continued charges, disagreed with your agents’ interpretation of eligibility for the Internet Essentials program which was contrary to its stated purpose and who it was supposedly intended to serve, and again informed customer service that my Internet was to be cancelled. I also find it disturbing that the agents spoken to via chat can apparently lie and tell customers anything with zero accountability or responsibility to actually follow through on the misleading promises & assurances they provide. Please consider this as a notice of action, I feel I am entitled to recover a FULL refund for the year+ of charges that were erroneously deducted from my account by Xfinity for an UNUSED service after you failed to honor my request to cancel, following a refusal to transition me from ACP to Internet essentials on the grounds that I was a current & loyal customer for years rather than a new one, despite the numerous press releases which stated all current ACP customers were eligible during that transition. I also grossly overpaid for internet during the time that I was a customer with ACP- I now know that there were more affordable offers for Internet available apparently, but they were apparently hidden or obscured as I never came across those offers on your website when I was signing up or enrolled in Internet with ACP and no agent ever felt inclined to inform or offer them to me. If Xfinity is unable to provide the full refund that the customer service agent promised me over chat just the other day (which this time I knew better than to trust and saved copies of via transcript & screenshots), please advise me on what options or avenues are available for me to pursue my claim further- Is there an executive contact? Should I request arbitration? File in small claims court? File complaints with the FCC, DCP, BBB, etc? Thank you.