Won’t unlock my phone after their own error

We have moved out of the service area and I paid off my wife’s iPhone 15 on 6/1/24 of $813.77 only later to find out that the money was processed as paying a bill rather than it being a device pay out. Now, they keep saying I can’t get my device unlocked because there is still a balance; though I paid it off. Totally their error. Since June 1, I’ve been on the phone for nearly 15 hours in total dealing with them. Two gave me their names, David and Neph. Both promised to escalate my case and call me back after 24 hours. I got that same spill 4 other times as well. Nobody ever called back. One even said it would take 3-5 business days. I lost it. They even put credits back on to my xfinity account (of course that’s not money in my bank account). Today (7/7/24), I found out that no escalation was ever placed, so now here is the “1st” one. I have never talked to a human the way I talked to these people today. I am entirely so over this. I just want what I paid for to be unlocked. Also found out that these reps don’t have direct management they can go to in person. It’s all through online chat. Of course, nobody came to the reps aid I was talking to today to fulfill whatever escalation she mentioned. Who knows if she put one. That only fits the narrative to lie again. Talk about customer fatigue. 

It’s simple. I paid. Not my fault Xfinity staff did it wrong. Unlock my phone!