I am at wits end with Spectrum

I purchased my iPhone 12 and paid up front and in full from Spectrum 3 1/2 years ago. I was told that it was unlocked which I find out now was a baldfaced lie! I am wanting an eSim card for traveling but cannot currently use one because the pSim is locked by Spectrum. I have been in contact with Spectrum and they say I have to do a factory reset and that it is "unlocked" on their end. Apple says it is still locked on Spectrum's end and that a reset will not fix the problem. I am in between these 2 companies and I just don't know what to do. Help!