verizion owes me money but won't pay

Canceled services (month to month prepaid) internet and fiber television. All equipment picked up by company employee in good working condition. Services canceled 20th of the mont. Billing showed refund but company continued charging next months internet services. Told would be corrected. Company told me after complaint to bbb that my account was now 0 no money owed. Told them problem was not money owed but that they owed me a refund as stated in their bill. Company not responding any more to my request why they will not return money they owe me?