How do I chat with an agent if it won't even load it?

I am trying to resolve a huge issue, but whenever I ask the Xfinity assistant to pull up a chat agent, it sends my message but does nothing. I thought it was 24/7? or is that for the chatbot? Please help because I can only solve my issue through talking to someone and to be frank, I'd rather message than give phone call because of social anxiety. I ported my number out in November and was still charged even though it says my line is canceled. It is still trying to charge me but my only safety net has been I haven't even had enough money so it declines which is the entire point of me needing a refund and to cancel the past due balance of December. As someone in graduate school living on a small budget, I am extremely concerned about this especially since I am paying for a whole other phone through a new carrier.