Thank you for reaching out to us through the Xfinity Forum. My apologies for the inconvenience you’ve encountered. Know that I’m more than happy to help. Unlocking a device does entail account access, which I will need in order to investigate this further.
If you are still needing help, when you get an opportunity, reach back out to me though private message by clicking on my name ‘ComcastChrisL’. That will take you to my profile page where you will see a blue button with ‘send message’ on it.
In your private message, please include your first and last name, your full service address or the mobile number, and the last 4 digits of the stored payment method on file. Upon authenticating the account, I will look into this further. Thanks again!