Ultra 24 Network Unlock Issue

Hello,

I purchased a Samsung Galaxy S24 Ultra through Xfinity and paid it off in full. When I recently removed it from my account and replaced it, I spoke with two Xfinity representatives who each confirmed the phone was unlocked. Relying on that information, I sold the device.

The buyer was unable to unlock it, and the phone has now been returned to me. It clearly shows "Network Locked." I have since been told the only solution is to visit a store.

Two representatives through xfinity phone support gave me incorrect information, and it cost me a sale. I am asking for:

1. Immediate resolution: the phone properly unlocked, accurately and without further transfers or runarounds.
2. A single point of contact who can own this case through to completion.
3. Confirmation in writing once the unlock is complete.
4. Review of how this happened. Representatives should be trained to verify lock status correctly rather than routing customers in circles.

Please respond with next steps.

Thank you.