Refund/ Credit Overpayment

I hope this email makes it to the right department that can finally resolve this issue I have had for over a year now.  I also hope you are having a great day.  I am requesting someone contact me from the corporate level of Xfiniity mobile to address my complaint.  My internet account # is [Edited: "Personal Information"]  and my previous internet account # was [Edited: "Personal Information"] prior to my move in December 2025.  Please take a look into these accounts in regards to the mobile stand alone fee I was being charged and paid every month on auto pay for over a year.  I have went into the local office twice in person and been told it was being corrected and had over 3 phone conversations lasting over an hour to discuss this problem and been assured it was being resolved.  I was told I would have a credit on my account in the amount of $586 on December 9th by a representative on the phone and in addition to that credit/refund I was being issued a gift card for being a loyal customer in the amount of $250.  I have not to this day received either.  I was told in January this was escalated and someone would get back with me, no one has and today when I wake up my phone is turned off for nonpayment and stating I have a past due balance of $805 to restore services which is crazy being that I have never been past due and been on auto pay for the entirety of my service.   Please contact me as soon as possible.  

Phone conversation if you would like to hear recording and confirm all I am saying and what I was told are as follows:

December 5th representative Ashley ext [Edited: "Personal Information"] 1235pm

December 9th

December 24th spoke with supervisor Sole..unpleasant interaction was rude and very unprofessional. Denied all previous conversation. Please do listen. This representative is a disgrace to your company. 

December 29th 1030am through 210pm.  It was on this final call I was told everything was being escalated and confirmed gift card to be mailed and credit to be applied.  I should not have a bill owed for quite some time.  Provided these ticket numbers: [Edited: "Personal Information"]  for credit 

                and  [Edited: "Personal Information"] for gift card

Thank you