Federal employee trying to pause/cancel Now Internet due to impact of government shutdown

I am a federal employee excepted- status impacted by the government shutdown, meaning we are required to work but will not be paid. 

  I am a federal employee excepted- status impacted by the government shutdown, meaning we are required to work but will not be paid. 
   I started to contact Xfinity in order to see if I could pause/cancel my internet until the government reopens and we receive our pay. 
   After many attempts online and on the app, I was not able to cancel nor pause. I spoke with agents who told me Now services were a different number, and rerouted. Then told it could only be done online (which did not work). This happened during my breaks all last week.

Yesterday evening, I received some funds and Xfinity charged my account. I immediately contacted xfinity to rectify this, and was on with support until 11pm. An agent named Willem stated the refund would be issued in the morning and provided a ticket number.

   This morning I received an email that my ticket was closed and the refund denied.
Upon calling customer service, I was told I was going to be transferred to a refund resolution team. This was a third-party who said they only dealt with cards, not with refunds. I was then rerouted back to the main helpline.

I am beyond frustrated and upset. I am on very limited funds and have provided official documentation indicating my position due to the impact of the government shutdown.