Xfinity mobile 100min+ wait time to unlock device making me mentally unstable

Hi everyone,

Can someone please help me with this dilemma?

I wrote into customer support 2 days ago and was told my iPhone was going to be unlocked. I thought that was it and there was no more issue until 48 hours later my phone was still locked.

I have been sitting behind the phone for over an hour and no one has picked up yet. The wait time has not gone down - it is still over 100 minutes. I first chatted in, was then redirected to someone else on the phone who said she could unlock my device, and then to the device unlock team where the wait time is "over 100 minutes." This device IS still on Xfinity mobile! It has not been transferred anywhere at all. What is going on? Buying a new device that HASN'T BEEN SHIPPED YET since it is on BACKORDER makes the old device "INACTIVE"? This is ludicrous!

For some background: I have an iphone XS max 64 GB in space gray on my account. It was on a payment plan but was fully paid off earlier this year. I ordered a new iPhone 12 Pro and was told that my new order puts my old one in inactive status and they cannot unlock the iphone XS max 64GB unless I talk to the device unlock team. I ended up buying the iPhone 12 Pro from elsewhere because it's been over ~1.5 month and the order still hasn't shipped. I don't want that phone anymore but was told I cant cancel the order. Even when I suggested going to a physical store, they told me the same thing: need to talk to the device unlock team which is a support team.

I'm really fed up and don't know what to do here.

Can someone please help me?! the 100+ minute wait time and the circuitous music is causing me mental instability. I just want this phone to be unlocked which it really should have been automatically.

Thanks.