Poor service

Am frustrated I bought a dual SIM phone at Exact 1st slot it's locked , was advised to use strictly for 12 months of which I did from 5 December 2021 to 5 December 2022, went to Exact to get slot 1 unlocked and was told to visit MTN store which I did and I was told that is IT services and they don't have IT, contacted MTN customer service 29 December 2022 and was told it will be unlocked to wait 7 working days and I did ,on the 8th day tried another network sim and it's requesting an unlock code, contacted MTN customer service 14th January 2023 and was told the phone should not also for unlock code then it will be escalated again to wait another 7 days of which I did today 25th January 2023 tried again still requesting unlock code, contacted the MTN customer service again and was given the *135# to select some options and it will be sorted still no luck,contacted MTN customer service again and am told I must go to MTN store and get help there of which it's same store that I was told there is not IT , I don't understand what seems to be the problem because 1st agent said it's them who unlock the aim slot but am not getting any help