Unable to get my Transfer PIN

I've been on the phone with Xfinity support for 9 hours so far today to try and get my Transfer PIN so I can move my number over to a new service provider.

After following all steps and instructions, my account has only been more severely impacted. Before I was able to send/ receive texts and calls. Had full service, but was planning to switch due to a recent move.

The agents "helping" me each said the issue was something different, but it sounds like the most likely issue is that the IMEI on my xfinity mobile account is stuck as my previous phone which was replaced due to damage. Xfinity representatives have had me spinning wheels all day and are now saying that they can't fix it and I will have to go into the store. My nearest store is over 200 miles away.

My question is, at what point does Xfinity's behavior become criminal? I've already reported the issue to the BBB. I've spoken with 12 different agents. I own my phone outright, and my email, my number, my data. I have been told SMS is the only "secure" way for them to send a four digit code. No one  can provide it over the phone or email.

All I want to do is leave the service because outside of an Xfinity geographical monopoly, their service is awful. Now I'm more trapped in their service than I was before, and am getting the runaround.