Unlock phone

This is the 11th day battling with Xfinity about getting my husband’s phone unlocked. I’ve spoken to numerous people and visited the store where we bought the phone twice.  No one can unlock the phone, not the manager, district manager, or a contact at corporate.  I have 5 unlock tickets that have been closed and have said no further action required and the phone is still unlocked.  No one can solve this which is extremely sad.