Motorola Moto G Pure unlock

I have been in good standing with T-Mobile for the past 15 years or so.  I bought both of these phones through T-Mobile.  Both of these phones are paid off are are eligible to be unlocked.  It's as though T-Mobile don't know how to unlock these phones or for whatever reasons they will not unlock these phones.  I have called and chatted with customer service several times and I get pretty much the samr answer like 'we will get our top people on this, or we will send this issue to our unlock team.'. End result, phone is still locked with no resolution in sight.  It is sad how a long term customer, 20+years, can't seem to get any help.