Account transfer incomplete

Hello, I moved out of my previous apartment ~3 weeks ago and attempted to have my Xfinity account ownership transferred in its entirety and all control given to my previous roommate who remained living at the apartment. It has been over 2 weeks since requesting this and submitting all requested documents and IDs but the transfer does not appear to be complete despite an email I received saying it was. I still have full access/control over the account for the apartment which I have not resided at for over 3 weeks and am no longer listed on the lease of. I spoke to an agent last Friday 5/8 who assured me the transfer would be complete after a max of 72 hours - this has shown to be false over 1 week later. The roommate still does not have any access to the account and everything appears to still be under my name/email address. If anyone could look into this issue so I can have my name removed from the account and be rid of it, I would appreciate it. The job ticket regarding this issue that I received previously was Ecm0021613481 . Thanks