Worst customer service ever, I just wanted to pay off my iPhone X and unlock it.
Where do I start? 4 days ago I tried to pay off my iPhone X online, and I was with a rep via chat, first it was "Steve" which transferred me to "Criselle", my card got declined 3 times because it said it was invalid, but it still made me 3 pre-authorizations on my bank account (they returned me the money). Criselle told me:
Criselle : The best option here is I can go ahead and submit a special device unlock case for you so we can have this finalized since there is already a pre authorization charge on your bank and it will be approved within 24 hours and the excess charge will be removed
Criselle : I will just need to have your device IMEI and your best contact email so we can send you the unlock instructions
Enrique : xxxxxxxxxxxxxxx
Criselle : Thank you.
UNLOCK CODE: No Unlock Code Needed
We have reviewed your request and confirmed that the device may be unlocked. Please follow the unlock instructions below to unlock your device. Please allow 24 hours upon receipt of this notification to complete the unlock process.
1) Using a Non-AT&T SIM Card: 1) Remove your SIM card and insert the new SIM card. 2) Complete the setup process.
2) Using an AT&T SIM Card 1) Back up your iPhone. 2) When you have a backup, erase your iPhone. 3) Restore your iPhone from the backup you just made.
Thank you for your business. For other questions about our AT&T wireless service or other Mobile devices, please visit att.com
AT&T Customer Care Team
Crisostomo : It will take 4-8 hours for your device to unlock
Enrique Gerena : What about the special request that was submitted that I got an e-mail saying it would be unlocked in 24 hours?
Enrique Gerena : I've been told different things...
Crisostomo : I truly apologize Enrique, your phone is still in contract, in which you're ineligible for device unlock
Crisostomo : I can assure you xxx% guarantee that your phone will be unlock on the time frame
Crisostomo : Just let me know if you already submitted the request online, so I can make a follow up on our Device Unlock team
Enrique Gerena : I'm trying won't accept the last name
Crisostomo : I am very sorry for the trouble, may I have your IMEI please
Enrique Gerena : Looks like your IMEI and phone number don't match. Check your info and try again
Enrique Gerena : Oh my God.
Enrique Gerena : IMEI: xxxxxxxxxxxxxxx
Crisostomo : I truly sorry, may I have the IMEI please?
Crisostomo : Thank you
Enrique Gerena : I understand it's not your fault and you're doing your best but this process is terrible.
Crisostomo : I am so sorry Sir, I'll make sure that this experience will be forwarded to our management team
Crisostomo : Just to share, making a case will take 4-8 hours also for the device unlock depending on the back office team
Crisostomo : Here's the case ID for the request I made for your Device Unlock Request CM20190118_xxxxxxxxx
Crisostomo : In this way, you just need to wait for the confirmation for the device unlock
Crisostomo : I'll also create a personal follow up to check your request from now on, and the next 8 hours, to ensure that the device will be unlock
Enrique Gerena : Please do.
Crisostomo : Just done with the personal reminder on my station
Crisostomo : Alright! Were now all set Enrique! No need to worry on unlocking your device since it will be taken care off within the next 4-8 hours