No Access to My Account

I used to have Xfinity internet years ago, but moved to an area they do not service.  However, I kept my Xfinity Mobile account. Everything was fine until a few months ago.  Now I can no longer access my account. It says I am not an Xfinity Mobile customer.  My phone still works and I receive a "Thanks for your Payment" email every month.  I've chatted with support, talked to support on the phone and visited the store.  All tell me my account is "very broken" and they can not find me as an Xfinity customer in their normal systems.  They can only find me in an old system.  They admit there is a problem and claim they are fixing the account and I just need to wait a few more days.  This has been going on for 2 months now with no resolution.  I asked for a Transfer PIN so I can port my number to another carrier and they told me that because they can't even access my account, they cannot create a Transfer PIN. Has anyone else run into this problem and know who I need to get in touch with to get it resolved?