Need my phone unlocked

”They” were incorrect. You need to contact your current carrier and follow their procedure for unlocking. Depending on your carrier, they may require to have an account with them and have had service with them for a length of time; 1-2 years is typical. In some countries, unlocking may not be available at all.

They lied. Only the carrier the phone is locked to can unlock it. Apple has absolutely nothing to do with carrier unlock. You need to work with the carrier to find out if the phone is eligible for unlock and what they require to unlock the phone.