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kfinan's profile

Contributor

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1 Message

Thu, Aug 2, 2018 1:49 AM

Issue with unlocking. Seeing "need to pay off installment plan", but fully paid off installment plan

I've been trying to unlock my iphone and have spoken to many different AT&T employees/customer service reps/advanced tech support about it, but have not received any answers or a solution. My iphone installment plan has been fully paid off and this has been confirmed by each person with AT&T that I've spoken to, but when trying to unlock my phone, it's showing the "need to pay off installment plan" error message. I was told yesterday, finally, that a case was being submitted for this request, since they couldn't figure out why I was receiving that message, and that I would get a follow up email with the case number. I have not received any email and another advanced tech support rep today said they didn't see a case submitted. My number was erroneously ported to a different SIM already, so I am currently without a working phone because of this mess.

ATTHelp

Community Support

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203.9K Messages

4 years ago

Hi, @kfinan.

 

We’d like to see how we can help. Are you currently an AT&T customer? If you are, we’d like to research your account. We’re sending you a private message (PM) to get your details. Please check your forums private messages by clicking the envelope in the top right section of this page, or click Forums Inbox. Locate the PM from ATTCares and reply to the message with the requested account details.

 

Dawn, AT&T Community Specialist

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