Account been closed!

Our account was supposed to be closed in July 2025.  It is January 2026.  We are still being charged.  In fact we had to disconnect our auto pay and are owed a credit.  The charges haven't stopped now though, it shows as an outstanding balance despite spending a significant amount of time on different occassions trying to resolve this.  I have been told it will be resolved and told the account will be closed and a check will be issued yet NOTHING has been done and this continues.

How do I escalate beyond the call center/customer support that I have already done for the 3rd time now?  I am worried we will be turned into a collection agency at this point! Very disappointed in the attention this concern has received.