Paid off husbands S7 Edge, requested for unlock and was denied twice.

Two reps have both investigated my account and agree that my husbands phone can be unlocked, both have sent requests for me. I got an email back twice within less than a few hours stating it can't be unlocked because: 

• If you are under contract you must complete the contract period before your device can be unlocked.
• If you paid full price for your AT&T device and are a postpaid customer you must have at least 60 days of service with AT&T.

Which is neither. I called a third time and am stuck on hold with an agent who is even more frustrating. I tell him I want to unlock my phone and he checks the IMEI and says "Yes, your phone is locked. Can you tell me what you did to get it locked?" .....??? Okay? I didn't do anything, I know its locked I need an unlock code. I tell him I'm going out of the country and would like to use an international sim and he says "Okay, give me the number to the international SIM." I don't even have one yet. Then he asks me what country I'm going to, is that even necessary information?? I just want to know why my phone can't be unlocked. I have paid it off, I'm not on contract. I've been an AT&T customer since 2011. I'm getting a little frustrated with this.