Unexplained $196 credit, 3 hours on phone, no answers. Need executive/billing escalation

I made one $196 payment on Sep 25 . On Sep 29 a second $196 entry posted to my account with no payment method. The app labels it "Refund" and the desktop site labels it "Payment." My card and bank show only one charge, and no one else is on my account.

That credit paid my October bill and I still have about $100 in credit. I didn't request it and I don't want money that isn't mine. I spent 3 hours on the phone with 4 reps. None could identify the source or adjust it, and they hung up on me with zero answers. They also wouldn't put anything in writing.

I need a written explanation, a case number, and written confirmation that a reversal won't cause a past-due balance, late fees, or a shutoff. If I don't get a response within 7 days, I will file complaints with the FCC, Oregon Department of Justice, and BBB, and I'll keep my documentation in case this causes me harm later. Please have an executive escalation team message me privately