Urgent Unlock Request – iPhone 15 Still Locked to Xfinity Despite Eligibility (Ticket #[Edited])

Hello Xfinity Support,

I am requesting immediate escalation for an iPhone 15 that remains locked to “US Xfinity Mobile Only”, despite meeting all published unlock eligibility criteria. My repeated attempts to resolve this through standard Xfinity Mobile support channels (chat, phone, and app) have failed to produce action or follow-up.

Device Information:

• Model: iPhone 15 (A2846), Black, 128GB

• IMEI: [Edited: "Personal Information"]

• Purchase Date: 12/13/2023

• Activation Status: Activated

• Carrier Lock (per device and IMEI check): Locked to US Xfinity Mobile Only – All Others Blocked

• Ticket Number: [Edited: "Personal Information"]

Account Status:

• Account is in good standing

• Device is fully paid off

• Device has been active on Xfinity Mobile for over 60 days

• Not reported lost, stolen, or fraudulent

• I am the original account holder

Despite being eligible, the device is still locked and cannot be transferred to another carrier. I’ve confirmed the lock status through IMEI lookup and the phone’s own settings. The support path has led nowhere—reps say it's “under review” with no updates or results.

At this point, I am requesting this be escalated directly to Tier 2 or the device unlock team. Please send a Direct Message so I can provide the full account details securely and get this resolved without further delay.

This is a time-sensitive request, and if this cannot be resolved promptly and per policy, I will file formal complaints with the FCC and CFPB to ensure regulatory follow-up.

Thank you for your attention.

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