trying to unlock a phone

I have been trying to get a phone my uncle has givin to me unlocked... the phone was paid for and so on.. i called costomer care and the people were very nice but the first guy patched me to the business center to figure it all out .  The lady there seemed to know what was going on ..and asked me for my email to send me a new device unlock request number when my phone hung up.... called back and a costumer care center women ( very nice) was trying to help me but did not finish whatever the other lady at the buisness side was doing .. this lady was not sure what the other was doing.... and would not put me through to the buisness side... just want to know whats going on.