How long does att take to unlock a flip phone

Hi there,

I recently purchased a flip phone for my son and it was a prepaid alcatel smartflip. It said to wait for 2 days for unlock after I submitted the request. It has been a week now and I called att and they said to call the prepaid dpt. I dont have an account with att so I was not able to connect with a representative. I would like this phone to be unlocked asap b/c he is currently home alone doing school with no means of communication. Please help!