Xfinity refuses to allow me to transfer my phone

I have used the app and the website to generate a pin, at the end before giving me the pin, the system tells me that I need to go into an Xfinity store to confirm my identity.  I went into an Xfinity store to confirm my identity. The person helping me said that they could not access my mobile account because I don’t have Internet then set me up with a FaceTime call with an IT specialist in the store who also told me he could not help me, then they told me to call 1-800 Xfinity. When I called 1-800 Xfinity I was told that I need to use the app or go into a store. See the problem here? They have no problem accessing my mobile account when they want to bill me, offer me a new device, tell me how many text messages or phone calls we’ve used and they have no problem taking the money out of my bank account every month, but if I want to change some thing as simple as removing a watch from the account, which is how this all started, that’s impossible for everyone, apparently. Now I’m done I’m transferring my phones and if Xfinity doesn’t help me, I am going to file a complaint with the Better Business Bureau, the FCC, and I’m going to tell my bank that it is fraud because they are refusing to allow me to cancel a service. that is poor at best and that I no longer want.