Unlock Device Problem

I've tried via phone, chat and in person to unlock my phone to leave for another carrier since rates are going up. Has anyone been successful get an unlock code for your phone? I was told by the "executive office" to simply port in my number with my new carrier because phone was unlocked . I attempted this, but phone still stated it was locked through Xfinity. I then had to reinstate my service with Xfinity at 25 dollar new account fee. My phone is being held hostage even though it is paid off