Remove carrier lock

Hello, 

Can I please get some assistance in removing the carrier lock on my iphone. My iphone is fully paid off, active on the network for 2 years now, no past-due balance, and not reported lost/stolen. I've tried calling in for help but the agents keep informing me that my phone is already unlocked which is not true. l've also tried going through xfinity chat but the last agent informed me he was able to change it but will take 24 to 72 hours. It's been over 72 hours and my iphone still stays carrier locked. 

Thanks appreciate the help.