Unlocking phone with IMEI not in "database of devices sold by AT&T"

I've been trying to unlock my phone for over a week now. I've had this family account since before AT&T bought Cingular and it's always been a challenge to get through who is primary and whose SSN is used. After 4 tickets where I was assured it was unlocked and I wouldn't need to input a code to use a new Sim, it's still not working. I tried a last ditch attempt at the https://www.att.com/deviceunlock site and finally picked the right combination of owner/ssn and got all the way to the end where I was shown this message:

"We can't unlock this device because we can’t locate it in our database of devices sold by AT&T. Please call us at 800.331.0500 for assistance."

I purchased this phone directly from the Samsung website, indicating that it would be an AT&T network phone. It came with their Sim card. What do I do now?

Is this something someone via Support chat can do? I'm already traveling because it's taken so long and I don't want to incur the charges for international roaming when my job has issued me a local sim to use while I'm here.