Iphone Instant Unlock Held Phone Hostage Los Angeles, California

Purchased software to unlock Iphone 4.  Provided details of phone settings and followed instructions in software.  This failed to unlock the phone.  I contacted support and they said "These errors are very odd and something we have not seen before."  They offered to unlock it at their office or Mall Kiosk for no extra charge.  I finally mailed it to their office on 3/17/12.

I followed up on 3/21 to make sure they received it check on status.  Support responded the same day and said it was currently being unlocked and should be done by the following morning.  I contacted support again on 3/23 and asked them to let me know when the phone shipped out and give me a return tracking number.  Everything seemed normal up to this point, but this is when things began to get shady. 

Support failed to respond to my request for shipping info for a week, so I followed up again on 3/28 to find out what the delay was in shipping the phone out.  NO Response!  I called on 3/30 and gave the ticket number to the phone operator.  He stated that it would be flagged and put to the top of the priority list.  I still did not receive any written explanations for the delays or get tracking info.  I followed up again on 4/3/12 with an email stating my discontent over the lack of communication and requested the ticket get elevated to a manager and requested to have the manager contact me. 

On 4/4/12, I finally received a response from support stating that the person who was assigned to my ticket had been out on Medical leave and it had just been transferred to him.  Sounds believeable.  They went on to say that they mailed my phone out, but the Post Office held it and returned it as undeliverable because it didn't have a prepaid label.  I was never asked to pay for return shipping or provide a return label.  Why would they ship a package out without proper postage???  OK, I gave them the benefit of the doubt and created a prepaid FedEx label that I sent to them on 4/5/12.  Support responded the same day and said they did receive the label.  I asked them to notify me when the item ships.

Today is 4/10/12 and I have no record of the shipment originating.  Why would it take 4 days to print a label and put it on a box??  I have not received any further updates from support.  I've tried calling their office and get an odd ringtone that sounds like a fax machine that finally requests leaving a message (limited to 30s).  I called from my work phone and get a different ringtone which gets disconnected after a few rings.  There is no opportunity to leave a voicemail.  It seems that my cell phone has been blacklisted as the call is handled differently. 

I am extremely dissapointed with the service received from this company.  They've had my phone for over three weeks and are not providing any explantions for the delay.  Were they unable to unlock it and don't want to admit it?  Have they lost the phone and haven't told me?  Is the company a scam?  I'm concerned I will never see our phone again, or we will get something back that may contain a virus.  I'm an honest person and have been very patient to this point, but am really losing patience with this company.  I expect this company to provide honest communication on my case.  If they don't respond to my inquiries, I will file my complaints with Ripoffreport, BBB, and may escalate it to small claims court.