Unsuccessfull back and forth limbo in Microsoft Surface Duo unlock request
I just wanted to ask if there is any possibility to solve my long standing issue with many unsuccessful attempts to obtain unlock code for my AT&T Microsoft Surface Duo?
Device was purchased from legitimate and reputable retailer BuyDig.
Microsoft provides an instruction on how to unlock it:
I have started my journey at ATT unlock portal in October 2022.
The problem is that unlock portal says that this device is active on another person's account. I do not know how it is possible. So, I contacted Microsoft support to help me on that (Case # 1044535651, Case # 1047101319), which took them 3 months to contact AT&T, and, eventually, they replied me saying that they fixed this problem and I should receive email from AT&T with unlock code within 24-72h. Of course it did not happen. When I tried to submit unlock request again - the problem is still the same - it is active on another person's account.
Then, I called to AT&T customer support and, representative, confirmed that, I am eligible to have this device unlocked, that he could see Microsoft communication notes or so, but the problem is that when he tried to pull unlock code for me it was not shown for a reason he does not know. He told the instead of unlock code he see escalation to a higher management teat request. He opened a case CM20221221155426138 and said that someone from AT&T will contact me withing 3-5 business days. Of course, no one contacted me by today. And as a last resort I tried again to submit unlock request from a portal with request number NUL217072186955 - it was not rejected right away like in the past, but following morning I got an email update: 'The info you gave us doesn't match our records'.
I just do not understand what is going on and would really appreciate any help.