Carrier unable to unlock my phone

Hey guys,
I've been having a real nightmare issue with Fido to unlock my iphone 5.
Got it back in 2012, then Apple swapped the device because it was faulty and now it's been over 2 weeks that I called to have my phone unlocked.
First they wanted a proof that Apple replace my device (fine).
Then, a girl sends me an email telling me that she needs me to take my sim out and sync to iCloud and put the sim back in afterwards and send her an email once that was done.
Then she sends me another email asking me if it's a A1428 or A1429. I replied with A1428.
Now it's been 4 days since, and nothing still.
She says she's getting error messages from her system when trying to unlock my phone.
What are my options?
I'm leaving to go on a 4 weeks trip in just a few days and def need my phone to work. I already paid for my chip from the country I'll be visiting along with the plan for the duration.
Any help please?

Obadia88 wrote:
Oh and I didn't think you were accusing me of not knowing the difference
Understood
I'm going to try to restore the phone back to factory, then get everything back on it and hope that once it's done, Fido can try to unlock and will then work out.
Make sure you do a backup before, so after you restore as new, you can dump all your info back on the iPhone without hassles.
It's so frustrating and time consuming all this back and forth with them.
They (fido) locked my phone, I don't see why they're not able to unlock it. It's nonsense to me.
Yep. Some carriers are so notoriously terrible at unlocking, that it seems that they purposely make the process so complicated and fustrating in order to discourage customers from asking for the unlock in the first place.
Good luck.

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