Unable to unlock iphone with carrier

Apple isn't giving you the runaround, AT&T is, as they know full well that Apple can't unlock your phone. The following quote is from the link below.

"Apple can't unlock your iPhone for use with a different carrier. Only your carrier can unlock your iPhone".

How to unlock your iPhone for use with a different carrier - Apple Support

If you have a copy of the work order from Apple, proving they replaced the phone, I'd take that into AT&T and show it to them. In the event that AT&T still refuses to unlock the phone, I'd escalate the issue to a higher level of management. Personally, I'd contact the CEO, Randall Stephenson. See https://www.facebook.com/ATT/posts/randall-stephenson-att-ceors2982attcom-directrandallstephensonattcomphone-210-35/123192213908/

Call Apple back and ask to be transferred to customer service. Explain to them about getting the iPhone replaced, it will help if you have a service number, date, etc. so they can look it up. At some point Apple failed to send the information regarding the replaced iPhone. Ask Apple to send that information now. Then deal with AT&T on beginning the unlock process.

This is an apple product. There HAS to be a way for apple to unlock this.

I believe the solution to your problem involves Apple working with AT&T.

If the serial number of your new device was not communicated correctly to AT&T, Apple has to remedy that first. Then AT&T can unlock your phone and send you back to the Apple activation process.

As suggested, call Apple, using your existing case # if possible and ask for a Senior Advisor. Explain to them that you believe AT&T does not have the correct serial number of your device . They should help you with that.

In most of the cases I've dealt with like these it isn't AT&T that is the problem, the ball was dropped when the iPhone was replaced by Apple and they never updated the record with AT&T which is why I suggested that they work through Apple Customer Service. If AT&T does not have the IMEI/Serial Number of the replacement phone they have no possible way to start the unlock process with Apple.

Understandably Apple dropped the ball by not informing AT&T, however, AT&T should have requested the OP produce a copy of the work order, which if I'm not mistaken would have included the IMEI, hence my suggestion. Instead, they kept telling the OP that it was up to Apple to unlock the phone, which as I said in my post, they know full well Apple can't do.

I see your point, deggie, but I don't see why AT&T couldn't use the work order, all they'd have to do is check the IMEI & SN on it, to the IMEI & SN on the phone.

Keep in mind we are only getting one side of these conversations. They may have been telling the OP they had to resolve the issue with Apple not that they had to unlock it. I don’t think AT&T could work off the work order the change would probably have to come directly from Apple. At least that has been my experience.

Because it isn’t Apple handing a first line employee the work order. And we are assuming they have the work order. Apple Customer Service is pretty quick about rectifying these situations. The next problem after that the OP may have is they indicated they don’t currently have service with AT&T.

The latter shouldn't be a problem. The first phone I purchased, was an iPhone 4 from a colleague, who was with AT&T, which he had paid off. I immediately requested an unlock so I could use it with t-Mobile, which took only a day to process.