Why won’t Xfinity unlock my phone?

I have been trying for 4 days to get my phone unlocked. I don’t owe anything on the phone or on my account. First I was told 24-48 hours. When that elapsed, I contacted support again and this time was told 60-120mins. Still no go so back on the slowest customer service chat in history to be told the phone was unlocked. It is not and here we go, back on chat for hours to be told it was escalated and should be solved in a week!!! I also went to the store and they said they couldn’t do anything. I paid for the phone and need it for work. How is it legal that they can just not unlock a phone that does not belong to them? This is exactly why I left Xfinity. Terrible coverage, awful customer service and bad business ethics!