Why won't my iPhone 5 from ATT unlock?

Has anyone had issues with getting their iPhone 5 unlocked by ATT?

I called 611 and ATT says my iPhone 5 is eligible to be unlocked, but the request via webform gets denied, then they submitted an IT case and emailed me a few days later saying it should be unlocked. I did the steps in iTunes to restore the device, but it's still locked. I tried the same restore button in iTunes 12 four times over the next few days and while the phone restored, it still isn't unlocked. I didn't get the congratulations your phone is unlocked message and I also took it to TMobile to have them test a new SIM card. It was purchased on contract just over 2 years ago and the contract has been met, even ATT says it is eligible for unlock. So I called again and they're opening another IT case. I just don't see why this time would be different. Basically I have no recourse, no one in a store will talk to me about the problem and the phone team just keeps giving me the run around (yes they can unlock it, but for some reason that they can't explain/help me with they can't and it's still not unlocked 2 weeks later). Anyone have any tips or specific email addresses or phone numbers that may be unlisted to get more specific help with this unlock?