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New Member

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2 Messages

Sat, Jun 6, 2020 1:51 AM

Found lost phone 2yrs later!! Need to unblock it for use.

Several years ago I lost my Samsung galaxy 6 active. I had insurance and was sent a replacement Samsung edge 7. Which wasn't the same. I recently found my lost phone and would like to use it for my son. His phone is no longer eligible for insurance. I remember telling the insurance agent to block it incase it was stolen etc. Well I spoke to an Agent few weeks back that assured me that I would be able to have it unblocked so that my son could use it. Still with AT&T. It worked perfectly for about 3 days then stopped. That's when I was told to contact assurance to have it unblocked for use. OR REMOVED from the BLACKLIST. So I did just that today. Even though I own the phone in question and did prior to it becoming lost, I've been told to return the phone and have it PHONE CLEANED. I asked the agent today if I would receive the phone back afterwards, since it was paid for in full prior to being lost. I could not get a straight answer but seemed as though I would return phone that cost me $800 and would not see it again. Reason was because i reviewed a replacement phone. EDGE 7 ( not even same type phone). I paid for insurance and deposit and do not see why after 2 plus years I cant use my old recently found phone. I'm not changing cariers I'm just needing to swap my sons sim card into this phone. I cant afford to buy another when i already own this 1. Please help me to understand, The 1st agent was wonderful and the 2nd but todays agent completely changed the situation. I apologize for my frustration and hope that we can resolve this easily.

 

 

Sincerely,

Ashley

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Accepted Solution

Official Solution

kdfederer

ACE - Expert

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12K Messages

a month ago

Since you had insurance on the phone and the insurance replaced the phone, the old phone belongs to the insurance company. It will not be removed from the blacklist.

This is a user to user forum. I am a user, just like almost everyone else on the site.
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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Constructive

Employee

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11.7K Messages

this ☝️☝️

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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2 Messages

Thank you for thw response and feedback. I respect your reply and information. On that note , Even though the phone was paid for completely and we are still paying on the replacement phone. That just doeant make sense to me that after 2 almost 3 years its found in a toy box and I have top return it? The 1st 2 agents I spoke with said that there should be no reason it that I can not re activate it espically with the phone/ line is with them. I get how many people do fraudulent claims. Its really the fact that the phone that is damaged is too old and can't insure it. So I'm struggling with a phone on hanf and having to spend 500 + just top get another 1. Extremely frustrating. Obviously because I was told 1 thing and now the opposite.

My apologises, I know I'm a hard head and stubborn person.

(edited)

Constructive

Employee

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11.7K Messages

think of it like this. Your car is stolen. Insurance buys you a new car. Car is recovered. It’s not your car anymore it’s the insurance company.

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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