Device unlock taking forever

​I'm trying to unlock a phone.  It seems to me that this is a simple request, but after requesting the unlock 6 times over the past week, it's still not unlocked. Every time I chat with or speak to a customer service rep, I'm told the same thing. "Be assured that this will be resolved in 24-48 hours".  This is nonsense!  I've been waiting a week and it's still locked. This is so frustrating and 100% indicative of the quality of customer service that is to be expected from Xfinity. Does anyone have any advice on how to get this done with any level of success?  Is there a direct line to the mystical 'unlocking team'? ​