Alcatel Go Flip 4 Sim unlock

Yes to both questions.  I have been a T-Mobile customer for several years.  The phone is fully paid for and customer support confirms that it is eligible to be unlocked.  I submitted a request almost 2 weeks ago to the customer support agent.  Unlike Samsung and Apple devices that have the procedures easily available on the T-Mobile website, the Go Flip requires contacting customer service.  They then have to elevate the request. I still have not received any updated information.