Unlock phone

I have spoke to at least 10 different Xfinity representatives now and been to one of Xfinity's store sites and still have not gotten the assistance I have requested now. I have been lied to more then once that the phone that I bought and paid in full for some 5 months back will be unlocked in 24 hrs or that it is already been unlocked by more then one representative. Here it's been over a week now and I've been without service cause I am needing to add my air talk wireless service to this phone I purchased now and can't seem to get y'all to unlock it for me for some reason. I have a Motorola RAZR phone and I was given one code in which I attempted to use it and upon entering it received another message requesting another code, something about a card 2 pin. The last time I spoke to someone with Xfinity they informed me that they had sent me an email via the email on the account this phone is under but that email has not been received. So can I please get some assistance with getting this phone I bought unlocked please, and I would like step by step instructions so that there won't be any further issues.