Att has not sent confirmation email to unlock phones

Attempted to unlock min & my husband’s  iphone 6s phones last sunday (today is Thursday) never received confirmation email promised onthe site, so we couldnt confirm and they cancelled our request. Called att & spoke to some very nice representatives, one of which was a mgr. He filled it out again with me. Said he could see my requests come theough, so i should definitely receive the email. I did receive one ~ the first from them ~ but it was to say they had to cancel my requests because it looks like i didnt congirm it within 24 hrs. Again, how can I if they dont send the email? My mother in law, whi owns the original account we were a part of, called from her vacation & attempted to help. They gave her a phone number to give to me. I called it and it was a phone number verification line for when you port your number to a new service ~ i already knew our numbers were in process of porting < they cant complete jntil our phones are unlocked ~ so he transferred me to a customer care line and she verified that we are completely eligible to unlock. She filled out a request ticket and said the problem would be reaolved by Friday at the latest ~ I’m leaving for a week ling trip early Sat AM ~ looks like I wont have a phone. This feels line a serious violation of my rights as they get through the unlock bill of 2015’s loop holes ~ I’m very sad ~ my family and I are going theough a lot right now with my mother having stage 4 lung cancer ~ this trip coming us is for her and not having a phone will make some things very difficult ~ we have enough difficult in our lives ~ we really need something to just be easy ~ or at least stop being so hard ~ this has taken up too much of my time this week and without results ~ Please, I’m pleading with you ATT, please bee kind and unlock our phones ~ it will do nothing for you to keep us ~ you’re only adding to our stress right now ~ I read a cnet article from years ago stating that unlocking is only a matter of looking up a code that corresponds to the imei ~ please help us ~ please be kind 

Thank you