Xfinity Improperly transferred my phone number and owes me money

Over the last 5 days I have been attempting to transfer my phone number to a different carrier. I found out on 2/9/24 that my phone’s service had been shut off with no prior knowledge; as I was trying to pick up a call for a job interview. 
I went to the store where they informed me my phone number had been transferred to my mother’s account without authorization. My phone plan was under my father’s account who passed in May 2023, he was Comcast Representative himself. At the store they informed me she was able to transfer my phone number by sending in a picture of her ID. Per Xfinity policy all transfers must be made with authorization by both accounts. 

Seeing as my father passed in May and the transfer was made between then and December of 2023, I or my sibling would of needed to be contacted for the transfer as we were both on the account and neither of us were. She also would have needed to provide his Death Certificate. She would have been unable to do so as we did not acquire it until August of 2023 and had not been in regular contact with her at that time. 
During that period of time I was regularly paying, what I believed to be, my bill. Upon spending a total of 12 hours on the phone with Xfinity’s customer service I found out that I was paying for unused services. While my mother’s account sat Past Due. I requested a refund with a gentleman named Christian in the Xfinity Mobile Service Billing department, he confirmed I would be receiving it along with an email in 24 hours. I have not received that email. He also confirmed my phone and phone number would be released as the transfer to my mothers account was invalid and I was in good standing to pay off the rest of my phone with the refunded $800, I have $400 remaining on my phone. Christian confirmed with a “supervisor” that I would have a payment plan of 2 months for the phone, in case. 

Upon calling my carrier and attempting to set up my phone they let me know my SIM is still locked as is my phone. After spending another hour on the phone with customer service I am told I must pay off the phone, along with my mothers past due payment, as well as a past due payment on my father’s account that was supposed to be being refunded to me because of services unused. 
This is a terrible experience and what you are doing is unlawful. Refund me the $400, keep the $400 for the phone as I thought it was paid with the services I have already paid for. 
I am grieving the loss of my father who worked for this company and now this company is preying on my after you made a mistake. You owe me money. Not the other way around.