WAs charged for two accounts despite being reassured the older more expensive one was closed

Then spoke to two customer serve reps. First one said he would help to refund and close account. He closed without refunding. His supervisor called and said that they can't refund now that it's closed. I just saw on another post a message from Xfinity that they have just backdated the date of closure and given her a refund. 

I have cancer and am trying to cut costs and have made it very clear that I was closing the first account. Also, the man I spoke with closed the account before saying that he didn't put the refund in. He said it was because I didn't answer a question earlier in the conversation. I don't know what the question was. I had asked him to repeat it and he didn't. 

The supervisor said "it is our policy and WE CANNOT" issue refund once account is closed. She said no-one else can help me. I recorded the call. Now I see they did exactly what I was asking for simply by backdating the date of closure. PLEASE HELP.