Cannot unlock apple iphone 4

Unable to unlock IPHONE 4. HOw to unlock it? ATT said alread unlocked but unable to do it. What's the problem?

AT&T should have sent you these instructions:
Request number: *******
Thank you for contacting AT&T Customer Care about unlocking your Apple device.
We have reviewed your request and confirmed that the device may be unlocked.
Please allow 24 hours upon receipt of this notification to complete the unlock process.
To complete the unlock, simply
1. Open iTunes on your Mac or PC and verify that you have Internet connectivity.
2. Ensure a SIM card is inserted into your iPhone.
3. Connect your iPhone using the dock connector to USB cable that came with your iPhone.
4. Backup and restore your iPhone using iTunes. For information on backup and restore, please visit http://support.apple.com/kb/HT1414.
5. After restoring, your iPhone will be unlocked.
Additional information on unlocking can be found at http://support.apple.com/kb/TS3198
You may also check the status of your unlock request by clicking the link for AT&T's Device Unlock Status Portal which is www.att.com/deviceunlockstatus.
For questions regarding AT&T's wireless service and device, please visit the Phone/Device Learning Center.
We thank you for your continued business.
Sincerely,
AT&T Customer Care Team
DO NOT REPLY TO THIS MESSAGE
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