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AT&T / cell phone unlock

Oceanside, CA, United States
Contact information:

I have an old galaxy 3 cell phone that I asked to get unlocked and I got 3 different answers of why they would not unlock it
#1. Your request to unlock an AT&T device was not approved
AT&T Order Status
May 5, 2017
to me
Images are not displayed. Display images below - Always display images from attorderstatus.[protected]@ocedl.att-mail.com
We can't complete your request
IMEI: [protected]
Request number: NUL[protected]
Hi, KIM.
Thank you for contacting AT&T about unlocking your Samsung SGH-i747 device.
#2. Cant find the chat but she told me that it can be unlocked without a problem then tried to transfer me.
Reference Number: [protected]
DATE/TIME: [protected]:04:20
Your chat transcript:
PLEASE DO NOT REPLY TO THIS MESSAGE - All replies are automatically deleted.
AT&T : Hello! Thanks for choosing AT&T Chat.
Kim Thompson : hello I was denied to unlock a phone but i was just in chat and she told me they should of unlocked it and she was going to transfer me and we got cut off so can you help me or can i talk to a manager
Taylor : Welcome to AT&T Advanced Technical Support Chat! My name is Taylor:) How can I help you today?
Kim Thompson : im Thompson: hello I was denied to unlock a phone but i was just in chat and she told me they should of unlocked it and she was going to transfer me and we got cut off so can you help me or can i talk to a manager
Taylor : Nice to meet you, Kim :)
Taylor : I can help you with that.
Taylor : I will need the IMEI, please.
Taylor : May I have your phone number that we will be working with?
Kim Thompson : xxxxxxxxxxxxxxx/19
Kim Thompson : its an old samsung galaxy 3
Taylor : Perfect. I will begin working on this for us.
Kim Thompson : ty
Taylor : You are welcome.
Taylor : May I have a number linked to your account?
Kim Thompson : i bought it on ebay
Taylor : Thank you. Do you have your account number?
Kim Thompson : my att one sec
Taylor : No problem.
Taylor : I appreciate you :)
Kim Thompson : [protected]
Taylor : Perfect.
Taylor : Do you have any mobile device with AT&T?
Kim Thompson : no
Kim Thompson : thats my att uverse
Taylor : Ok. Give me a minute.
Kim Thompson : no problem
Taylor : We can only unlock AT&T devices.
Kim Thompson : it is att device
Taylor : I appreciate your patience.
Kim Thompson : you cant see its an att phone
Taylor : We are working on this for you.
Kim Thompson : oh ok ty
Taylor : You are welcome.
Taylor : What market are you in? Are you the primary account holder?
Kim Thompson : yes
Kim Thompson : i have uverse
Taylor : Thank you for your patience.
Taylor : I am not able to PIN validate you because you do not have a mobile account. You just have a Uverse account. You will have to use the www.att.deviceunlock since you do not have a AT&T mobile account. If that still does not work you will need to please contact the person who sold you the device.
Kim Thompson : this is unheard of i will file a formal complaint
Kim Thompson : you cannot keep people from unlocking a phone unless its stolen
Taylor : I do understand. There is certain policy that has to be followed.
Taylor : I am not.
Taylor : You will need to use the non AT&T mobile web page or contact the person who sold you the device. If you had a mobile AT&T account I could pin validate you.
Kim Thompson : there is no policy that says you have to have a att wireless account to unlock a phone they owned or please show me that policy
Taylor : It is the process we follow. Thank you for understanding.
Kim Thompson : no worries i will contact corporate have a nice day
Taylor : Have a good rest of your day, Kim.
Taylor : Thank you Kim, for your continued loyalty and for your input on helping us remain your first choice for your wireless and entertainment needs. We appreciate your business.

People unlock phones all the time without being a customer, please explain why I am having so much trouble?
Sep 30, 2017

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