Device confirmed unlocked/paid-off in-store, still carrier-locked on activation — original owner passed away, backend ticket open

An Xfinity retail store confirmed via IMEI lookup that the device is unlocked, fully paid off, and not reported lost/stolen/fraudulent. However, I cannot activate an eSIM from any other carrier — I’ve tried Mint Mobile, T-Mobile, and Google Fi, and all three fail with a “locked to carrier” error naming Xfinity.

I currently have an open backend ticket investigating which account this IMEI is tied to, since I was told only the original account holder can request an unlock. I’d really appreciate this being escalated to the Executive Resolutions or Corporate team, given the original account holder is deceased and the standard channels haven’t been able to move this forward.