HELP!!!! Billing issue/fraud

Since 06/07/23 I have been getting the run around with receiving a refund. I paid $425.67 on my account just for my service just to still be off and after I received a receipt via email with a reference number. I was told that my funds have been lost so I had to file 2 separate lost payment forms just for them to be denied, then 2 months later my funds were applied to a closed account that had already been sent to collections. Months later in order to compensate me for what I went through they sent me a sims card saying it would be free. I called today for calls to be sent to my email and the supervisor hung up on me. Who do I talk to in order to find a solution??