Xfinity cannot unlock a phone

I paid for my iPhone in full and waited 48 hours for it to be unlocked. Nothing happened. I started writing to Xfiinity support. The operator assured me that the unlock request had been submitted and would be processed in 24 hours. Nothing happened. I contacted Xfinity support again. The whole procedure was repeated. Another unlock request. A few hours later, I received an email saying that the request had been processed and the phone was unlocked. But in the phone settings, I still see that the ESim is locked by the operator. I need to unlock the ESim port to connect to one ESim card. But Xfinity cannot unlock these ports for me. 
I bought an expensive phone so that I could use all its technical features that I need. If the operator cannot unlock my phone, please replace it with another one that is locked to this model. Please find an answer and solution to this problem from Xfinity.