T-Mobile Not Unlocking my Phone

gramps28 wrote:

T Force is a higher tier of support that you can message them on Tmobile's Facebook or Twitter page. They're good at fixing issues like this.

According to Tmobile's unlock requirements once the phone meets the requirements the phone will automatically be unlocked and a text will be sent letting you know.

   Will the device unlock app  and the Settings/Connection/More Connection settings/Network Unlock disappear?

I bought my Samsung S9+  from Sprint, it has been paid off since before Sprint  and Tmobile merged.  They sent me a new sim (I don't think I kept the Sprint SIM) I'm now thinking of switching and  I know I'm eligible for unlock,  but the Device unlock app gives me a connection server error and  the Network unlock option isn't even under connection settings. I spent 45 min on the phone Sunday with customer support AND a Tech expert named Gilbert.. Gilbert couldn't figure out the issue but said he'd get back to me. He did get back to me yesterday, but all he could do was suggest I try wiping the cache partition. I did this after doing a backup. NO help (the instructions they have on their page for wiping an Samsung  are NOT correct)..I  found out how to do it via youtube.  Gilbert is supposed to call back again today. If he suggests a factory reset, I'm going to be p*ssed.