I am having trouble cancelling xfinity service

I went to the xfinity retail store last week to cancel my xfinity internet service (I have no comcast equipment). The staff told me it had been take care of and even showed me the computer screen saying "Pending Cancel". She told me that it will terminate in about 24 hours. I later also received 2 emails from comcast titled "We received your cancellation request, and we're on it". I thought that was it. However, after a week guess what, my xfinity service is still on! Besides I cannot find any place on xfinity.com or the app that could let me cancel the service. Chatting with bot only led me to schedule a callback that wouldn't happen until 12/18. What is going on with this company?