Unlock request phone taking longer than five days

I made a request for unlocking an LG V35 on October 4th and currently it's the 11th with the status In Progress. How long does it take? Normally they say it takes 2 - 5 business days and today being the fifth day, why is the progress taking so long? Instructions have not been sent since I've checked my Spam box everyday. I've been using the link below.

https://www.att.com/deviceunlock/#/status

Can someone advise me?