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tdecsmith's profile

New Member

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5 Messages

Saturday, March 25th, 2023 5:11 AM

False information

I paid off my phone in the amount of 1391(not sure why so high) but I paid and I was told my phone would be unlocked instantly. That never happened, called the next day, was told 24-48 hours. I then called back and was told the same thing.  1 week later I called again and was told that since service was no longer active, they can’t unlock my device THAT IS FULLY PAID FOR. I asked the billing and sales department multiple times in multiple ways if my phone could still be unlocked even though I no longer have a phone number and was told yes every time. The calls are recorded, why can’t anyone go back to the calls and unlock my phone or give me my money back. I only paid in full so that I could unlock my device and now I’m out of almost 1400.00 because I was blatantly lied to. 

ACE - Sage

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107.5K Messages

3 months ago

First of all there's no such thing as instantly unlocked just because you've paid off the phone. You must request the phone be unlocked through the portal (not by calling)

https://www.att.com/deviceunlock/

And you must meet all other requirements to get your phone unlocked .

If you canceled service, you now also have to pay off your final bill before AT&T will unlock your phone. All Financial Obligations must be complete.

https://www.att.com/support/article/wireless/KM1262649/

New Member

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5 Messages

3 months ago

I understand the process NOW. However the agent told me more than once the complete opposite which is why I’m frustrated. I asked them to listen to the calls. Now it is being placed in collections even though I never got my money back. I paid the ENTIRE amount. And still my phone is locked and they are stating they never got payment. I was also told to mail my bank statement showing the payment was made, of which Im doing. But it could be as simple as listening to the call before the payment was made, and after. I also put in unlock requests online and gave them the request number and still nothing 

New Member

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5 Messages

3 months ago

Bill

New Member

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5 Messages

3 months ago

Pay
ATTHelp

Community Support

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215.7K Messages

3 months ago

Hello, @tdecsmith! We understand the urgency in getting your device unlocked.

 

Thank you to the ACE for their helpful information!

 

We recommend you allow more time to process the device unlock request, you have made the final payment but still should allow 48 hours to submit the device unlock request.

 

Also, make sure meet all the device unlock eligibility requirements.

 

We hope this information is helpful, and please let us know if you have any additional questions.

 

Thank you for reaching out to the AT&T Community Forums!

 

Rachel, AT&T Community Specialist

New Member

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5 Messages

3 months ago

It’s been a month. And when I spoke to the agent, he stated that I did meet all unlock requirements. The agent I spoke with today said that as well.

ATTHelp

Community Support

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215.7K Messages

3 months ago

Hello, @tdecsmith! We want to help with your device unlock request.

 

Let's meet in a Direct Message to further discuss your device unlock request. Please check your Direct Message Inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

 

We look forward to chatting with you soon!

 

Rachel, AT&T Community Specialist

ACE - Sage

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107.5K Messages

3 months ago

Now it is being placed in collections even though I never got my money back. I paid the ENTIRE amount.

I see nothing about 'collections'. Only a past due notice on 1/23.

The most recent copy of your bill shows a zero balance on 2/23.

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