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wersdf's profile



1 Message

Friday, January 12th, 2018 7:03 PM

Horrible disorganized customer service unlocking a phone

My employer recently moved from providing mobile phones to reimbursing employees for their mobile phones. My device was not paid off so it could not be unlocked, but it could not be paid off until it was removed from the account. Our business rep told us that once the number/device was moved to a personal AT&T account, it would be instantly paid off and could be instantly unlocked. 


Now that I've moved to a personal account, my device cannot be unlocked since my personal account has not been active for 60 days. I've talked with a two service reps on the phone and they said an exception could be made after speaking with AT&T Business but we needed the AT&T Business account owner to be on a three-way call. She was not available while I was on the phone but I was told a note would be added to my account and that it would only take a few minutes the next time I called. There was no note left. I've talked with 8 customer services reps on the phone and 2 in-store. They all offer the same solution, just use the online portal, which I've already told them will not work. 


This has been a horrible experience and I have wasted over 5 hours on the phone and in person with AT&T. AT&T needs to get unified solutions and advice for their business AND personal customer support reps because it's making a lot of people's lives more difficult.

Community Support


232.8K Messages

6 years ago

Greetings @wersdf,

Thanks for coming to our Community Forum's for your unlock questions. Having an unlocked phone comes with many benefits. I apologize to hear you're experiencing some trouble with doing so. I am happy to help.

Please look in your Forum's Inbox for my response to the private message you had sent to us. It is located in the envelope found at the top right-hand corner of this web page.

I appreciate your time, and hope to speak with you soon. Have a great day!

Jess, AT&T Community Specialist

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