Requested att unlock my phone. Was told that my phone was not uncontract and that it was paid for, I was also told that they couldn't unlock my phone due to my sims card. A case number was assigned and was told I would get an email in 24 hours. I received an email from att and was told my case was closed. But no unlock code received. I call customer service and was told that I would receive an unlock code and a new case number by email and text message within the next 10 to 15 minutes. I have not received either. I don't know if my phone was unlocked and I have no code. Is this standard practice?