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I looked in the manual also and it says that if the lock can't disengage it should show a message saying explicitly that. Did you notice if that ever showed up? This sounds like a steering column lock "issue".
This stuff has been a source of confusion for drivers for a long time, since it happens so rarely, so very few recognize it and know what to do. Back in the day with the mechanical keys and column locks it was exactly the same issue, you could not start the car, or take the key out, unless the steering column was unlocked.
Any time there is pressure on the wheels, from parking on uneven surfaces or some other scenario, the pressure on the column lock must be released by the driver by wiggling the steering wheel.
2017 RAV4 Hybrid Limited