Mobile account is supposedly canceled so I cannot get a transfer PIN - but account is still working and getting billed

Hello, I have spent a total of 14 hours on the phone, and was sent to the Xfinity store twice. The level of expertise is near zero at the Framingham, MA store. Hopeless. On the phone, I was issued a case number twice. Never heard back and not sure anyone on mobile tech support team as actually ever tried to resolve my issue.

My account is supposedly canceled - when I login in I just get a "something went wrong" message so I cannot see any info. I cannot even stop the auto-pay. When I call customer service, it takes about 20 min every time until the rep finds my "account" and is able to understand my issue (the case # seems to have no relevance?!). I am not able to get a transfer pin because of my weird account  status, and now my only option is to give up on my phone number. But even that is hard as there is no way to properly close my account! I contacted my bank and asked to prevent any further charges. It is absurd that this is the only option. It is even more absurd that no one is able to help. I have heard things like "we elevated your issue to highest priority with top tier tech support" and "we guarantee to get back to you 24h and resolve this". Xfinity Team – what is going on?? Has this ever happened before – an account that is in this weird semi-canceled state?