Xfinity refuses to disconnect my service

I am in a financial crisis. I am cutting everything that is not essential. I have car and home repairs that need my attention. I owe back pay to xfinity which I have every intention to pay off as soon as possible but I cannot if they refuse to disconnect my mobile/internet service. 

have contacted customer service twice. They have assured me that it would be discontinued both times within 24 hours or less, but I still have service and I cannot pay off my outstanding bills if they want to keep charging me even though I am not using the service. 

any help would be greatly appreciated thank you