How can I get att to realize my phone is paid off the account shows paid

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@Justsomebody wrote:

I took advantage of att bogo sale on iPhones.  I paid my free phone each month and att gave me a credit for my payment.  

Phone was paid off in September 2018.  I have spoken with csrs I have chatted with csrs. They all can see my phone is paid. They keep sending in case numbers to have this corrected. It is now two weeks since my first request. 

Does anyone have a phone number or email address of a department or individual that can help?

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Are you trying to unlock the phone? You don't really explain what the issue is. 

Sorry I am just plain frustrated. 

I am trying to get an unlock for my phone. 

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@Justsomebody wrote:

Sorry I am just plain frustrated. 

I am trying to get an unlock for my phone. 

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That makes sense. 

You mention talking and chatting with reps; have you submitted the request using the unlock portal?

If so, then file a complaint with the FCC. 

I try every day on the portal . Since the phone is paid off it shows I have fulfilled my obligations. Unfortunately it seem the right hand doesn’t communicate with the left hand

Regular reps can’t do anything.  Tech support can unlock iPhones right away.  Filing an FCC complaint will probably be the kick in the rear needed.  

I would like to know why the portal is not unlocking?  What message?  Was the phone ever warranted or replaced by insurance?  

Or file the FCC complaint so that the FCC has ATT misdeeds on record?  ATT cannot prevent unlocking unless you are not eligible per their list of requirements.  

   And you didn’t post what the denial message was or if you ever talked to tech support.   Some times it’s an ATT screw up.  But often it’s a legit reason.  Like you moved off a group account to your own and now must wait 60 days, or you Bill was paid late for the last  3 months.   

    A complaint to the FCC will get you a call from high up in ATT and either unlocked or explaination why not.

Hooray finally I was able to get the phone unlocked. I thank all the members that offered help.

thanks