No refund issued after customer service representative said there’d be one.

I was supposed to get a 31$ refund but my account was never credited even after a customer representative confirmed I’d get it. The ticket was closed with no details whatsoever. I also have a screenshot saying there’d be a refund issued.

Your ticket [Edit]regarding your Account refund request has been closed. No further action is required.

Review your ticket here: xfinity.com/support/digital-ticketing