Can't Unlock iPhone 5s?

[Anonymous]

I filled out the form to unlock my iphone 5s and then I got an email stating: 

Thank you for your unlatching request.

I'm sorry, we have not been able to unlatch your device at this time.
The reason given is:

You have not passed our security checks with the information that you
have provided. Kindly check that you have provided the correct
information.

So now what do I do?! How do I unlock my phone?? And why won't 02 unlock it for me?! I don't understand...

[Cleoriff]

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@MI5 wrote:

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@Cleoriff wrote:

If it's PAYG I will ask again.Are you sure it's actually locked?. Try another sim in it to check

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Depends where the phone was originally purchased from.

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Which I thought I  asked in my first post?...

[MI5]

Wasn't answered so we don't know though.
If it came from anywhere other than Apple it is 100% locked.