Phone lies

I have been told for months that I just have a little more to go paying my phone off through loyalty payments now that I have done so and paid higher prices for my phone bill just to keep my phone and leave this terrible experience I am now being told my phone is unlocked when it most definitely is not and not a soul on this Xfinity hotline has answers as to why I have spent hundreds of dollars extra on my bill compared to other providers over a years time just to keep this phone and now it's a paper weight and iv spent 16 hours between customer service on the phone and In person a certified Xfinity store yes I have kept track just can't believe Xfinity can legally lie and give me the run around like this it's insane!!