I can not get my internet service turned off!

I called on November 11 ...requested a shut off for Nov 12 due to moving in a senior building where its a different service.no Cox...today I found out online on the app its still on! I tried Cox chat...they gave me a number to call...I waited got a rep, then I was disconnected from the rep ...I called back another guy said yup I can do that..hold a minute..that was 20 minutes ago! How can I get this service turned off.. I own my own equipment..already moved..new owners are moving in..