Refund issue

I spoke to 2 reps via chat support named Angel and Avinash regarding a refund from being double charged on my bill. Angel stated the refund would be in my bank in 24 hrs, 24 hours came no refund. I get a text stating my case was closed for the refund. No refund was in my account. I spoke to Avinash the next day who said that it was approved 41 minutes ago and that it should be in my account in 1-2 hours. No refund still. I have the chat to prove what they said and the time frame of when I would get my refund. I called the support line and spoke to a female (I can’t pronounce her name) who could NOT find my refund until I gave her the case number. She miraculously found it and told me that is not how the process goes. They email after 24 hours, I pick how I want my refund then it takes 3-5 business days. I want to know what the deal is because it’s not my fault they took out 2 payments. Xfinity is quick to push on me and harass me about getting my phone lines with them and a tablet at a discount but can’t help me with my issue? Why did I have 2 reps say one thing and a 3rd rep sat another?