Refunds and billing history with closed accounts

I'm not sure how long you expect me to sit in the chat for a representative.  Where is my refund and my billing statements?  If I don't receive a response from you today, I will create a charge back with my bank tomorrow. You took money from my account without an explanation. You then said I'd get a refund and never did. You tell me to chat with reps but nobody is responding. It takes an hour to talk to someone on the phone but they speak partial English. This is a joke and a waste of my time. 

@hapachik - As mentioned in our Direct Messages to you, our team is working hard to respond as quickly as we can. I appreciate your patience and willingness to work with us on this! And I apologize for any confusion or miscommunication on our part. If you'll allow me to continue assisting you via Direct Message, I was finishing up your refund request before moving onto your question about the billing statements. Thank you.

@hapachik - I'm sorry for any frustration we may have caused. I promise it was not intentional. Sometimes, it can be difficult to locate multiple posts/responses from one user, but I'm not sure why your original post didn't come to us automatically with this follow up message from you. Either way, we're with you now! And I'm working hard to help in every way possible. I've sent you the refund request ticket details via Direct Message, and now I'd like to address your questions about the billing statement history. While our team does not have the option to resend you the last year's bills, you should be able to access your history online, even with a closed account. Let's start there! Are you able to log in to My Account?

Welcome back, @hapachik! We've made your previous comment private since it contained personal ticket information, but I'll happily answer your questions. I created a new ticket for you when I realized your original ticket was an escalation request, but not specifically to refund your credit balance back to your bank account. While the first ticket is still being routed, I do have good news this morning! The ticket I opened for you has been resolved, and your refund has been issued as a return to your bank account. Please allow 3 - 5 business days to receive this refund.

I'm sorry to hear that my explanation of your account balance was insufficient, and I'll try to provide a clearer picture now. Though, we're back to discussing things publicly, so I'll refrain from providing specific amounts. Your account was disconnected after the latest billing statement was generated, but once the account fully closed, proration (credit) applied and brought your balance down to only cover actual days the service was used before being disconnected.

Since you had Bill Pay turned on, using a bank account, an electronic funds transfer (ETF) processed for the original/higher amount (hence the current credit balance owed back to you at this time). This credit balance amount is what has now been refunded back to your bank account (again, please allow 3 - 5 business days for it to appear in your account). We have not stated anything about you owing us more, so I hope this answers your question! I'll also plan to follow up with you directly, after sufficient time has passed, to ensure you've received the refund.

Regarding your billing statements, you've said you cannot see anything online. May I ask you to elaborate what happens when you try to log in to your online account?