I bought a new iPhone 15 pro in the Verizon website in January. After almost a year my phone status is "Carrier lock: SIM locked", whereas by Verizon policy it should have been unlocked automatically after 60 days, i.e., it should have displayed "Carrier lock: No SIM restrictions" (link to their policy: https://www.verizon.com/support/device-unlocking-policy/#:~:text=Devices%20that%20you%20purchase%20from,deemed%20stolen%20or%20purchased%20fraudulently.).
I tried calling Customer Service, and I was only able to chat with a representative. The representative suggested factory resetting the phone. However, I was not given any guarantee that my phone would be unlocked afterwards. In addition, if the unlock policy should have been automatic, why do I need to factory reset my phone? They also mentioned that the Escalation Team said that my phone was not deemed to be unlocked, which is outrageous given that I provided my order number and location code from my official purchase from their website.
Finally, I was really disappointed with the Customer Service. There is no opportunity to talk via phone with a person, the system is slow an ineffective. When I called the closest official Verizon store in my area, they redirected me to the same ineffective customer service phone number, that ends up being a chat.
Paradoxically, even if I want to change to another carrier provider I cannot use my actual phone because it is locked by Verizon. What should I do?
