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New Member

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3 Messages

Thursday, November 12th, 2020 12:27 AM

Unlocking a phone

I bought a phone and a plan from the store and after putting my address into the system was told that I would have coverage. After the rep struggled for over an hour to get my phone activated, I told him I would take care of it. I only did this because I was in a hurry and have ported numbers before. I get home and activate and what do you know, no coverage!  So basically I am stuck without a phone. I have called on numerous occasions to Customer Service, the local store, been hung up on, told I had to wait for 6 months of service to release my phone. I could go on, but moral of the story is.....I was lied to. They jacked me around with 17 different ways they knew weren't going to work to unlock my phone when ultimately the only way it was going to be released was for them to unlock it with an override. 

So with that being said....How does anyone get their money back or phone released from being scammed by a company that doesn't care about their customers and lies to get them?

Community Support

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232.9K Messages

4 years ago

Let's try to turn this around for you, @NotYourCustomerAnymore!

 

We want to advise that while it's possible to return equipment purchased from AT&T within 14 days, AT&T PREPAID refill cards, PINs, opened SIM Kits, and funds deposited into an AT&T PREPAID account are not refundable for cash or credit. Simply visit the store where your transaction took place and present your phone, the package and contents, and proof of purchase for a full refund.

 

Additionally, we want to know more about your device's inability to connect to the network. Simply reply to this message and verify your ZIP code so that we may investigate whether your area is impacted by service interruption. Make sure to include the following:

  • Make and model of device.
  • Any error message you receive as a result of trying to connect to the network. 

Looking forward to your reply.

 

Lar, AT&T Community Specialist

New Member

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3 Messages

4 years ago

I was not aware of the 14 day window. Nobody I spoke with mentioned it until AFTER it had passed. 68065 is my zip code, I have an iphone 7, and the error I get is that the sim is now compatible with the device. This is because the device is not unlocked. 

Thanks.

ACE - Expert

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64.7K Messages

4 years ago

That doesn’t make sense. If you are getting a sim not compatible with device with an ATT SIM card, that either means the phone is locked to some other carrier or the store gave you the wrong type of SIM card. 

Community Support

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232.9K Messages

4 years ago

Hi @NotYourCustomerAnymore,

 

Thank you for reaching back.

 

Concerning your device network connectivity, we have a few more questions:

  • did you purchase your iPhone 7 new from AT&T
  • have you tried to return to the store to change your SIM card

A quick look around your zip code shows towers in good working conditions.

 

We suggest you return to the store to have a manager assist you.

 

Let us know if this helps.

 

Doyin, AT&T Community Specialist.

 

New Member

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3 Messages

4 years ago

Sandblaster,

I am not trying to activate with ATT I am trying to port to another company where I actually have service. ATT misrepresented their coverage as stated in my original post and will not release my phone, therefore the correct sim from the other carrier will not activate.  No worries. Just making people aware of how unhelpful the customer service is and how they don't hold their sales reps or customer service to any standards. 

But thanks!!!!

New Member

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6 Messages

4 years ago

Im reporting them. They put up an unlock phone site, that is fake. I know its fake cause I have proof my phone is paid for and proof that I had mins with them just 2 days ago. Now their unlock phone site is saying my IMEI isn't associated with them, LIES... And I'm not the only one this is happening to.

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