First I want to describe the circumstances leading up to my poor customer experience today. I have recently purchased an iPhone 6s Plus second hand from a person my local area via the Facebook market. Before exchanging money for the phone I double checked all of the necessary requirements to ensure I received a fully functional and capable phone. The IMEI showed to be completely clear and the Carrier was set to unknown or NONE. This was checked through several IMEI checker sites. The owner also ensured that the phone was paid for completely without contract and to her knowledge the phone was unlocked. The phone was purchased in 2016 was used with T-mobile and then she used it with a Straight Talk card. I have had over 4 different conversations with T-mobile staff today. The most recent one I was hung up on by a manager, that seemed to be flat out lying to me. During the process of trying to have this iPhone unlocked for Internation use, I was transferred to a manager. Which then recommended I utilize services from a company called mobile unlock. Which seemed very odd for a T-mobile employee to be recommending a third party unlocking services. After telling the manager that the cost for doing such unlocks required over $100 dollars to complete. She then said she would send me a link via email to use Itunes to factory unlock my phone. After confirming the email address with her twice and then also using a second email I never received the promised email link from this manager. In the process of waiting for the email, I was disconnected or hung up on by the manager. At this point I am furious and most likely will never do business with T-mobile again. This phone is over two years old, Icloud locked to my Icloud account, and with a clear IMEI and serial number. There should be no reason why T-mobile reserves the right to keep the phone locked to their company. Under the "Unlocking Consumer Choice and Wireless Competition Act" this should not be allowed by T-mobile. If this issue does not get resolved, all that will be left in my meager capability is to report to the BBB and spread the word about my experience with T-mobile.