Xfinity needs better trained Xfinity mobile agents

I have had the worst experience with Xfinity mobile 

I have a device that’s fully paid off I brought it as bring your own device it was a fully paid off Xfinity device I used it for over 60 days and I ask Xfinity to unlock my device and all there agents are so uneducated and poorly trained they don’t know how to check what carrier a device is locked too I explain to them over and over my device is carrier locked to Xfinity and they keep saying your device in unlocked I’m tired is there any good xfinity agents  that can help me unlock my iPhone so it says no sim restrictions. The xfinity agents are not unlocking my iPhone when by law they should it’s paid off device and it’s been used for 60 days so regardless they should submit a Apple gsx unlock request to Apple.

i was told by an agent today that they submitted one but I don’t have any case ID neither any email regarding it “

Omar, I have escalated this case to Tier 3 for a manual carrier unlock review. The device is currently showing ‘SIM Locked’ on the iPhone and remains tied to Xfinity Mobile’s carrier policy, despite being classified as BYOD due to it being an insurance replacement. Previous ECM unlock requests have been submitted and closed without resolution. I request that Tier 3 review the IMEI and, if eligible, submit a manual Apple GSX unlock request to remove the carrier restriction. Please confirm once this has been escalated and provide the case ID for tracking. Our team will follow up with you on this, and you will receive a confirmation email regarding the same.”

however tier 3 didn’t send any email neither case id nor unlocked my imei of my device to Apple since it’s still carrier locked to Xfinity 

Locked Carrier: 2389 - US Xfinity Mobile Locked Policy

Sim-Lock Status: Locked

I need to clarify a misunderstanding regarding my device status.

When a customer brings their own device

(BYOD) to Xfinity Mobile, your system may display the device as "unlocked" for activation purposes. However, that does not necessarily mean the device is actually carrier-unlocked. A device can be eligible for activation on Xinity's network while still being carrier-locked to Xfinity Mobile.

My device remains carrier-locked to Xfinity Mobile. Previous agents confirmed this and advised me that a Tier 3 specialist would be submitting an Apple GSX unlock request directly to Apple. I was also told that I would receive a case ID number by email for that unlock request.

At this time, I have not received the case ID or any confirmation that the GSX unlock request was submitted. Please review the notes on my account, verify whether the Apple GSX unlock request was actually created, and provide me with the case ID number or escalation reference associated with that request.

Simply stating that the device appears

"unlocked" in the activation system does not address the carrier-lock status of the device. I need confirmation of the actual carrier unlock request and its current status it shows in Apple gsx it’s only for Xfinity this is why I activated it with Xfinity Bring your own device

Here is proof the carrier policy activation policy is Xfinity mobile

Meaning last agent vikas told me he had tier 3 give him

Confirmation that they will submit Apple gsx unlock request here is his exact words below “

Vikas said Omar, they have requested to create an Apple GSX (Global Services Exchange), and you will receive the case ID at your preferred email,