Why XFINITY doesn't unlock the phone?

My wife phone was paid off on Oct 4th (it is Nov 2nd right now) it was supposed to be unlocked within 48 hours, it wasn't. She had to transfer her line on her work account, for then finding out the phone was locked. I opened a ticket 3 days ago, they tell me 48 hours and then 48 hours every time I call. It's ridiculous, she works at the hospital and she doesn't have a phone. Now it's Friday they said by Monday. I need to go buy a temp phone now for the weekend in case the hospital calls. Why doesn't xfinity sticks to their promises and unlocks it when it's paid off? Why is taking so long? What can be done to expedite the situation? Let's not mention how hard it is to talk to a live agent. I get multiple live calls a week about xfinity surveys but getting ahold of an agent through the automatic system takes a long time.