The days are gone when a customer service manager could actually serve the customer.

I can remember a day when asking to "speak to a manager" actually meant you were talking to someone who the company entrusted the authority to think outside box and take care of a customer.  AT&T has created a system where there is no real authority.  My issue? I signed up for the next plan and selected a Galaxy S6 Edge.  After about a week I was really struggling with the phone and went to AT&T to talk to an expert.  They helped me with a few of my issues but I learned that the real issue was touchwiz.  Coming from an LG phone I didn't like some of Samsung's ideas of how a UI should work.  They talked me into sticking with it because the phone was the best.  After more time (maybe a week) I went back.  I had issues with my hands being too big for the phone.  I kept touching the edge of the screen inadvertently.  Again, I was talked into sticking with it. After a month, I was done. I took my pristine phone back to AT&T with all the original packing. It had been in a case and had a screen protector installed since day one.   I found out that I had kept it past the 14 day window and that I was stuck. I thought if I spoke to a manager they would hear my case and rule in my favor. This was to no avail. I contacted the support found through their website. No one could help. They were all powerless. Even after hearing my plight they couldn’t do anything. They “System” would not allow it. At the store they suggested I sell my phone and buy a different one. So, I found an LG G4 and loaded my SIM. Now, I am trying to sell my S6 and no one wants it because it is not “unlocked.” Wow, now I have a phone that I can’t sell. You would think that AT&T would help a person out who their own people encouraged to keep with a product they didn’t like. You would think that AT&T would step up and do something special for a long time customer like myself. R.I.P. Customer Service.

You can easily unlock the phone. Send the request through the unlock portal.
I recently unlocked 2 of my phones. After I confirmed the email and got the code, I went to a T-Mobile and explained I was unlocking my ATT phones so I could use them out of the country. They were great, popped in a sim, entered the code, done in 3 minutes.
https://www.att.com/esupport/article.jsp?sid=KB414532&cv=820

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