I cannot believe this issue still exists

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As I have previously posted, my mobile phone no longer works and I wish to use my old phone as a temporary substitute. After exhausting all other options I finally took the phone to a shop to be unlocked. Today I returned and was informed that they could not unlock it, which is the first time that I have heard of this happening. Irate and determined I returned to the EE shop and explained the situation again. This time I refused to accept any suggestion of using a third party and demanded to know why EE could not unlock the mobile for me. As far as I know all carriers will supply an unlock code after you have had the mobile for a certain period, so since Orange is now EE it was their responsibility. I was told to ring customer services, but I immediately asked how since my mobile does not work. The assistant rang customer services for me and passed me the phone, so I then explained everything again. I was then put on hold while she investigated this, but after 20 minutes of music it reverted to “Welcome to EE, please select from the following options”. I am now back at home and intend to ring again, which will involve reconnecting a USB keyboard in order to dial the number. I pride myself in being placid and tolerant, but this has gone too far. My normal approach is to be philosophical about problems and try Plan A followed by Plan B etcetera, but I am currently in danger of running out of alphabet.