Why hasn't my device been unlocked?

I paid off my contract, submitted my unlock request and was sent a code that never worked.   I ended up just buying a new phone with my new carrier because it was such a headache trying to get a valid unlock code or anyone on the phone that knew what the problem was.   It's over a year later and I'm having issues with the new phone and figured I could switch back to the old ATT device until I decide on a new device... I submitted a new request 9/11 in the AM and received the email saying I would receive the unlock code within 48 hours.  It's now 9/14, I've contacted customer service by phone was placed on hold forever and then just hungup on.  Contacted via chat, had to repeatedly give the IMEI and unlock request number, and was finally told the 48-hour process is now at least a week because of heavy volume and their recommendation was to "wait patiently for the email".   

...Seriously?