Device that has met all the requirements to be unlocked, has yet to be unlocked.

I have an iPhone 12 Pro Max that I have fully paid off, also met all the requirements needed to unlock my device, but it is still telling read in my settings as "Carrier Lock: SIM locked."

I have requested that my phone be unlocked as of two days ago. I was told by an agent that I have met all the requirements for my phone to be unlocked & they submitted the request as of two days ago. They told me to be on a look out for an email that will tell me that my phone is unlocked within a span of 24-48 hours. I received an email the following day (24 hrs since the request was submitted) that included the following line:

"We received your request to unlock your Apple - iPhone 12 Pro Max and have completed our part of the process. Before you can use your phone with another SIM card, there are a few steps you need to follow.
Get the steps from Apple"

I checked my phone & it was still locked. I contacted Xfinity Mobile once again after I received that email to tell them that my phone was still unlocked. I talked to an agent that told me that I would get an email with a code to unlock my phone...

Besides the fact that is has been past 48 hours since they had supposedly submitted my request to unlock my fully paid off phone (that has yet to be unlocked), my concern is that...what am I supposed to do with a code if I have an iphone & my phone does not ask me for a code to unlock my phone? Why did I receive an email telling me that my phone has been unlocked but it hasn't? What is going on? The information I'm being fed by agents, the email I received telling me that my phone has been unlocked, as well as my phone still being locked is confusing me to the point of desperation. 

I don't understand what is happening & I am currently without a working phone. I'm in desperate need of phone as I don't have a way of anyone contacting me while I'm out & about nor the ability to apply to new jobs because what phone number will I put down?