General Info

Chat start time

 Feb 10,*****12:40:12 PM EST

Chat end tim

 Feb 10,*****1:17:39 PM EST

Duration (actual chatting time)

 00:37:27

Operator

 Kyle

Chat Transcript

info: Thank you for your patience!  Your AT&T Representative will be with you shortly.

info: Welcome!  You are now chatting with 'Kyle'

Kyle : ‪Hello and Welcome! Thank you for using AT&T Wireless Online Chat Support!‬

you: imei ********

you: Phone number was ***-***-****

Kyle : ‪I'm sorry to hear that your phone was not able to be unlocked Mr. ******.‬

Kyle: ‪To better assist you with possible options, I would like to get the account fully verified. Could you provide me the last four numbers of the Social Security number?‬

you: ****

Kyle: ‪Thanks‬

Kyle: ‪To clarify, jailbreaking the phone is not illegal at all. It's your phone, but it will void your warranty if you brick the phone while jailbreaking it.‬

you: OK, but I shouldn't have to do it

Kyle: ‪Please give me a few moments while I check that for you‬

you: Thanks

Kyle: ‪You're welcome‬

Kyle: ‪I apologize for the wait. ‬

you: ok

Kyle: ‪I don't see any immediate concerns about the phone not being able to be unlocked, but I don't have the final say in the matter. I do see that your account was delinquent up until recently. That would have an effect on us not being able to unlock your device. I recommend you submit another unlock request and make sure all the information you enter on the request form matches your account.‬

you: Why do you make it so hard? When I called that last person the account was not delinquent. That was not the problem

you: equest number: *** Thank you for contacting AT&T Customer Care about unlocking your iPhone. We cannot complete your request because this iPhone was previously reported as lost or stolen by an AT&T customer. Thank you for your business. For other questions about our wireless service or iPhones, contact AT&T Customer Care at (800) 331-0500. You may also check the status of your unlock request by clicking the link for AT&T's Device Unlock Status Portal.

you: You'r ejust trying to get rid of me by telling me to apply again

Kyle: ‪I'm not just trying to get rid of you Mr. ******.‬

Kyle: ‪I'm sorry but if the phone has been reported lost or stolen and they will not unlock the phone then I cannot unlock it for you.‬

you: The last lady I spoke to said you couldn't unlock it, and patched me through to Apple. Apple told me ATT is the only company who can unlock it. NOT Apple.

you: Then who can?????

Kyle: ‪The unlock team who denied the request.‬

Kyle: ‪They are who approves the unlocks.‬

you: The phone was never stolen. You sent it to me as an upgrade, and the contract has been fulfilled

info: Your chat transcript will be sent to ***** at the end of your chat.

Kyle: ‪Yes I understand that. If you strongly feel that way please submit another unlock request Mr. ******.‬

Kyle: ‪You can also contact Customer Care at 1-800-331-0500 to see if there is anything they can do for you.‬

you: I'll post this chat on the ATT forum, so others can see how tremendously unhelpful you have been

you: Maybe someone there can help me where you could or would not

Kyle: ‪I apologize that you feel I'm unhelpful Mr. ****** but I'm not sure what you would like me to do. I cannot unlock your device, I can only refer you to our unlock team. They have the final say in unlock requests.‬

you: How do I reach this elusive team?

Kyle Gonzalez: ‪They cannot be contacted by phone.‬

you: And why can't you advocate for me with them?

you: Then HOW!!!????

Kyle: ‪I'm unable to contact them either.‬

you: WHAT!!!?????

Kyle: ‪How many unlock requests have you submitted?‬

you: Two

Kyle: ‪They are an internal team that collaborates with Apple with the unlock requests.‬

you: So your'e telling me I am screwed?

you: I have no recourse?

Kyle: ‪When did you submit the last request?‬

you: January 26, 2013, and I phoned in a few days after that, when the lady pawned me off to Apple, who told me only AT7T can unlock

Kyle: ‪Both times you requested an unlock did you receive the same response?‬

you: Yes

Kyle: ‪All I can recommend is to submit another request sir.‬

you: Thanks for nothing. I'll post this and maybe someone else can help me.

info: Your chat transcript will be sent to ***** at the end of your chat.