Dishonest business practice - won't unlock

I've waited for 3 days to transfer service to another carrier I'm now being told that after I've paid my phone off and paid any last due bill, the phone is in the process of unlocking. First, I was told it would take 2 mins...Then it turned to 4 hours to unlock but my property is still held at another company!!! Now, I'm stuck with no phone and can't keep trying to call xfinity with no phone. The Better Business Bureau, Attorney General, and Consumer Protection Bureau will all here about thiis!!!