Assurant Replacement Phone Still Carrier Locked — Xfinity Says Unlocked

I need help escalating an Xfinity Mobile device-unlock issue involving an Assurant replacement phone.

My original device was unlocked. Assurant subsequently provided me with a replacement Galaxy S24 Ultra, and the replacement device was carrier locked to Xfinity.

I have already contacted Xfinity multiple times. Xfinity has told me that the replacement device's IMEI was linked correctly and that the carrier lock was removed.

However, the actual phone still says “Network lock status: LOCKED.” When I insert a SIM from another carrier, the phone also displays “Device is locked.”

So there is a clear discrepancy between what Xfinity's system is reporting and what the physical handset is reporting.

This is not a standard eligibility question. I am asking for help with a device-level unlock/provisioning failure.

I need Xfinity Support to please:

Verify the unlock status of IMEI 1 and IMEI 2 separately.

Verify that the unlock was actually successfully provisioned to the replacement handset.

Determine why the handset still reports Network Lock Status: LOCKED.

Escalate this to the appropriate Xfinity Mobile device-unlock/escalations team if frontline support cannot correct it.

If the replacement device cannot be properly unlocked, provide a resolution for the incorrectly locked Assurant replacement.

I have screenshots showing the handset's Network Lock Status: LOCKED, the Samsung carrier configuration, and the “Device is locked” message when another carrier SIM is inserted.

I have already gone through multiple support contacts and do not want another standard eligibility check or another generic unlock request that simply gets closed without changing the device's actual lock status.

Can an official Xfinity Support representative please review this case and invite me to Direct Message so I can provide the account and device information privately?

Thank you.