Galaxy S9+ carrier unlock runaround

I have requested several times for the unlock code for my Galaxy S9+.  Yet, when they tell me that I will receive the code via email, nothing ever shows.  My latest request (today), I was told that it is unlocked as the rep saw no code for my phone.  Umm, no, it's not unlocked.  What gives?  Why the runaround?  Why does this have to be so difficult?