6191 S State St Ste 1030, Salt Lake City, UT 84107
Phone: (801) 905-4402
Wheelchair Accessible: Yes
Bike Parking: No
AT&T refuses to unlock my eligible phone - which is illegal!
We have had THE WORST experience with AT&T. We requested to have my Samsung Galaxy S7 Edge unlocked, (which is eligible according to the AT&T website) following the exact directions on the AT&T page, filling out the unlock request online. We received an email from AT&T, confirmed our request, then was sent an email approving our request with an unlock code. When we tried the code, it said it was invalid.
We have called AT&T 5 times and escalated our calls to management requesting a new unlock code because the one we were sent was not valid.
We have been dealing with this issue for 4 days and AT&T keeps pushing us to Samsung (who told us this is an AT&T issue), or the last rep we talked too told us that the phone may be PERMANENTLY locked to the AT&T network because too many attempts were made to unlock the device. They filed a claim with another department, but said it will take up to 72 hours to process.
The AT&T rep also told us we could try and sell our phone to a person who uses their network to try and get a little bit of our money back.
According to the FCC, on February 11, 2015, all carriers HAVE to provide unlocking codes and instructions to customers who request this information. We have gone into an AT&T store and were told it wasn't their problem. We have spent over 10 hours researching this and contacting AT&T and going to their stores following every instruction.
If it is true that my $800 device is permanently locked to AT&T, then NEVER BUY A PHONE WITH AT&T! This is illegal and we will be filing a complaint with the FCC and BBB and posting our experience on multiple sites to warn other customers that they can lock your phone and refuse to unlock it.
Our family has been using AT&T for over 20 years and our entire family will be cancelling our service with AT&T ($300 per month) because of the run-around and disrepect we have received.
All we want is a new unlock code.