Request to unlock the device and contact the expert without providing a solution

Oh, so I really don't understand the complexity of unlocking, but I would like to say that since my device meets the unlocking requirements, the T-mobile operator should have the responsibility to solve this problem for me. What's even more frustrating is that contacting Twitter's T-mobile expert only replied to a few messages before contacting, but there was no response? Does this also mean disrespect for customers? As a customer in the service industry, if they have problems, they must respond. Whether they can solve them is one thing, and not responding is disrespectful to the customer!