I need my phone unlocked

I recently moved and Comcast does not service this area. I received an email saying they were going to add $25 per line because I didn’t have the Internet With Comcast. I decided to go with a new service and requested that my phone be unlocked two days ago they said it could take up to 24 hours. I still have no phone and I have multiple health issues. I think it’s a disgrace that I have she gets so worked up over something that was not in my control. My phone is paid for, so why can’t they just unlock it ?