SIM Still says Locked but was paid off years ago

SiennaO14

I purchased an ihone 11 Pro Max from a verizon Wireless store, after it was paid off I upgraded to a Note 20 Ultra and chose to keep the iphone. This was over 2 years ago because my Note20 Ultra is paid off for over 6 months now as well but the Iphone still says the SIM is locked and to contact my provider. My online account doesnt recognise phones I previously purchased only current active lines. Everytime I contact customer service they claim within 60 days of a phone being paid off it is unlocked but the fact is it never was. How can I get it unlocked since verizonn doesnt even recognise the phone because I havent used it since it was paid off in 2022

SynthpopAddict

Your account will only show 18 (?) months of previous history, which I suspect is the hold-up with getting your phone unlocked. I'm not sure when the device unlocking policy was changed to the current "use for 60 days on Verizon", and if your phone predates the current policy, is another potential cause for it not unlocking. If the store you purchased the phone from is an authorized reseller and not a Verizon corporate store, the records of your phone's purchase may have never gone into the system.

If you have plenty of evidence to show that the phone is legitimately yours and can't get a resolution directly, try filing a complaint with the FCC.