ATT WONT UNLOCK MY PHONE AND LOCKED ME OUT OF MY ACCOUNT
ATT has the most unethical and shadiest practices I have ever encountered, and their service is even worse. I should’ve never switched over. Please reconsider your decision to join ATT.
On 09/25/22, we paid off all 4 phones through ATT. We planned on switching to Verizon that very same day. We find out that we cannot unlock our phones, so I call into ATT and I tell them I need all the phones unlocked. They QUESTIONED why I was unlocking them and said “interesting” when I told them I was switching over to Verizon. He puts me on hold to “work” on something and all of a sudden he hangs up.
I then realized all my lines are cut, the account has been cancelled. I call back in on a different phone, and the agent told me that they will investigate what happened but that I should be able to unlock my phones the next day.
on 09/26/22, I was able to unlock 3 of the 4 phones. I call in yet again to ask why we were only able to unlock 3 phones. After a hour and a half of “research” they needed to open a Ticket to the “advance team” or something. I asked why this was happening and they keep on giving me the same spiel about how the pay off of the phone must not have hit yet. Ok fine. I wait.
09/27/22, again, cannot unlock. No updated. Not even one email. I call again. This time infuriated with the run around. I was on the line with the agent for another hour, for him to tell me the same spiel with no real answers. He keeps telling me the ticket is with the “back office” which NOONE can reach. Not even his supervisor. I asked him if there was ANYBODY that can reach that office to which he said no. Very convenient. He tells me the ticket was expedited, whatever that means. I call back 4 hours later, and another agent tells me the same thing, except he was able to give me information that the phone does indeed meet all the requirements but that it needed to be overrided by the back office, but could not tell me WHY.
09/28/22, now it’s been 3 days with no phone. I can no longer call in because they do not recognize my number nor my passcode. They’ve locked me out of my account. I now have to deal with an agent through twitter!! There is no way to reach anybody via phone. I still do not have access to my PAID OFF PHONE. My account is paid in full. The agent on twitter tells me that there’s nothing I can do but wait until my case in the queue is reviewed. Oddly, there is an “expiration” date and time which is today at 4:39pm. This tells me that at that time, my ticket will turn red on their end and has met the deadline and a resolution needs to happen OR they can falsely create some action to extend the deadline. I would not be surprised if this drags on for the rest of this week.