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New Member

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2 Messages

Tue, Dec 24, 2019 9:29 PM

Why won't you unlock my devices and let me leave?

For well over a month now, ATT refuses to complete my repeated request to unlock my devices and allow me to leave their service. I have invested at least 12 -15 hours of my time invoved on various chat sessions (I have all of the transcripts) as well as phone conversation (I have detailed notes).

My devices have been paid of since before my unlock requests. The devices have never been reported lost or stolen as they are all in my posession. No one in ATT will take ownership or responsibility of the resolution however when I contacted them they all say (almost to the letter of the script) "I understand your frustration. I would be too if I were you. I will help get this resolved". Unfortunately their words never translate into tangible actions. I had one customer service rep actuall tell me, "I've seen this before. Don't worry, this situation resolves itself in 30 days...". When I couldn't nbelieve what I had just heard I asked her to reppeat it. when she said the exact same thing, I politley asked for the case number and her internal IDD at which point, she hung up.

ATT, at best this is an egregious lapse of customer service and bad business practice. At worst it's fraud. You continue to bill me for a service I no longer want but can't get out of because you, for resons known only to you, won't unlock my devices

sandblaster

ACE - Expert

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58.8K Messages

3年前

This is a customer to customer forum, not customer support. Since you provide no information on why your unlock requests are denied, not much anyone here can suggest. You can escalate by filing an FCC or BBB complaint. The complaint will result in someone from corporate contacting you. If they can’t or won’t fix, no one will.

New Member

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2 Messages

thanks. I wish I could provide why my requests are denied. No one at ATT seems to know. They confirm the devices are paid off, but yet nothing happens (and yes, I have repeatedly tried the portal myself). Just frustrated and was hoping an ATT employee might take up the cause... Also, a "buyer beware" from a 10+ year multi-device soon to be former customer.

ACE - Sage

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98.7K Messages

3年前

Every denial to unlock comes with a reason, even if you dont understand what the reason means.

Is your account current? if your bill has not been paid on time, or the account is not in good standing, your request would be denied.

Is it all, or only some devices?

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