Xfinity Won't unlock my phone

I have a phone that has been paid off for months and we are changing carriers.  I've been requesting to have the phone unlocked for 4 days, but I've basically been getting the run-around.  On xfinitys website it states most phones will unlock automatically within 48 hours of being paid off.  In my case the phone has been paid off for 6 months and it's taken them 96 hours (so far).  It's starting to feel like Xfinity purposely inconveniences people who wish to unlock the devices they have paid for with their hard earned money. 

We were always happy with their service but needed to change so a particular plan member could have access to a brick and mortar store.  Now it seems switching is a good idea.