iPhone I purchased from AT&T store blocked from connecting to any network
I have been an AT&T customer for over 14 years. I was on am AT&T family plan with 5 others and decided to switch my number over to T-Mobile while keeping the other four numbers on AT&T. I received my sim card from T-Mobile a few days ago, and I inserted it into my iPhone XS Max. The sim didn't work due to the iPhone being locked to AT&T.
I did some research and read that unlocking the device was possible after completing my installment payments. I still had a several installment payments remaining on the device (which I purchased at an AT&T store more than two years ago), so I called AT&T directly and paid the remaining balance of $374.92 (I have a confirmation number for this transaction). After making the payment, I was told to call back in 24 hours in order to request a phone unlock. I called back yesterday, and received an email stating that the unlock request was approved. At this point, I thought everything would run smoothly, but this is where the headache began.
I called T-Mobile and told them the device was now unlocked. They began porting my number over, and told me to put my sim card into the device and restart. No signal. They looked into it, and told me the device was unlocked, but was blocked by AT&T, and said the only way to fix it is to call AT&T. I called AT&T and was told that there is no block, the device is now unlocked, and there's nothing they could do to help because I'm no longer a member (even though we have 4 other accounts that have been active for over a decade). I called T-Mobile, then AT&T again, then T-Mobile, and AT&T for the next 4 hours.
By the last call, I received new and specific data from T-Mobile stating that the IEMI number on my device was reported stolen on AT&T on April 13, 2019, and is blacklisted. I have had this device since day 1, purchased directly from AT&T for over $1300+, and have never reported a theft. And if that were the case, how was I able to use my device up until the day I decided to unlock it and switch carriers?
To be honest, even though I decided to switch carriers, I've always associated AT&T with great customer service interactions, and this was the first time in over a decade that I felt this company didn't care about its customers. I purchased my phone at an AT&T store, paid it off in installments (as each AT&T bill shows), and have had interactions with over five AT&T call center associates, only to be told that I couldn't be helped because I'm in the process of switching one out of five lines away from AT&T. It's very frustrating. I'm here with a phone that has no service.
I can't make any calls or receive texts. I'm just looking to get my device off this blacklist and working again, as it should never have been blacklisted. Thank you for reading, and for any assistance you can provide. It's much appreciated!