Prepaid phone still not unlocked after call center intervention

I have an Android phone on a prepaid plan. I meet the $100 refill + 14 days requirement and am seeking to get it unlocked. A 611 representative confirmed that I qualify and filled up some form on their side to request unlock, which they said would be done in 72 hours. Now it has been 72 hours and the phone still can't be unlocked. Has anyone been in similar situations?

Also, since the unlock tool only queries IMEI1, does it matter if only the IMEI2 on the eSIM slot was used for T-Mobile service (ie. I never had any service on IMEI1 = the physical SIM slot of the same phone)?