Unlock Phone

Went to an Xfinity store near me to have my old phone unlocked because we upgraded our phones. Was going to use the older phone in Europe on vacation. Got to Europe and purchased a tourist Sim from TIM. The phone said it was locked and contact Xfinity. Spent hours on the phone wasting my vacation time trying to get them to unlock a phone I own and have paid for. Best they could do was open a ticket and it would take 24-48 hours. Then they send me a text saying it could take up to 7 days. I spend over $5k a year on Xfinity services and they [Edited: "Language"] . When I get home from vacation I am dumping everything Xfinity. I've had it with them. Lots of apologies and they do nothing.