My A50 won't unlock

I bought a Samsung Galaxy A50 from an XM store in 2020 on a two-year payment plan. The phone has been paid off since 2022. It wasn't automatically unlocked when it got paid off. I upgraded phones in 2022 and the A50 sat for a year or two. Then I added it onto our plan as a third line. I eventually cancelled that third line, and the phone sat again for a while. I had assumed it was unlocked by this point because the people at the XM store told me it was. Recently I tried to take it to another carrier and it told me I needed a network unlock code. I went through the chat and got an email from XM saying their part was done, but no unlock code was included in the email. I went to the store and they said they couldn't do it because it wasn't active on the service. I'm a little annoyed at this point that they have refused to uphold their end of the contract that we both agreed to when I purchased the phone.