Unlocking Esim on new phone

I bought a phone from Xfinity and I have been trying to unlock this phone to transfer carriers. I have spoken to 5+ agents telling me they will solve my issue and the ESim is still locked. They made me activate the line and yet I still don't have it unlocked and was promised a confirmation email and never got one. The most recent agent said he would rise the ticket and i never got a confirmation for that either I dont know what to do.