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RubenUnlock's profile

Contributor

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1 Message

Wed, Oct 17, 2018 1:45 AM

Device Unlock Issues with installment (Back-end office support)

I have submitted multiple device unlock requests using the web portal and keep getting an error that there are remaining installments on the phone. I've had the imei checked at a corporate At&t store and the phone is confirmed to be paid off, and the account is closed with no past due balance. The phone is not on the blacklist (had corporate confirm this as well) and is not being used on any other At&t account. The rep initially tried to enter a ticket (Clarify case) but wasn't able to because I no longer have an At&t wireless account.

All conditions for unlock approval have been met, but for some reason the online portal still thinks there's installments on the phone.

Is there anyway to contact the back-end office to clear my unlock to resolve this issue?

@ATTMobility no longer accepts direct messages and I feel like the only people who know how to resolve this issue won't see this message.

I am still a DirectV and Internet customer and feel like there should be at least someway to help me with unlocking this paid off device.

ATTHelp

Community Support

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200.7K Messages

Il y a 4 y

Hello @RubenUnlock, we'd be happy to help. Did you purchase the device from us? Thank you.

 

Makaela, AT&T Community Specialist.

Contributor

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1 Message

Il y a 4 y

I'm having the same exact issue. I paid off my devices on October 14th. Today is October 20th and I still can't get the system to recognize that my devices are paid off so that I can unlock my phones. I've called AT&T customer service twice and they can see my devices are paid off but they can't get it to work either. The first person told me I should go into one of the stores and they could help me and then the second person said that wouldn't work either. I have a deadline for needing to get these unlocked and switched and it's quickly approaching. I also have DirecTV and AT&T internet, but if this isnt resolved 

soon I'm going to move that as well. This is very frustrating and I feel like I'm being held hostage.

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