“Scam alert, stay away
I submitted my code 38 days ago.
I was promised an unlock in a matter of hours. I was then asked for a second payment and to wait for 10 days.
Once those expired, I was refused a refund, and asked to wait for 30 days.
I have now exchanged more than 10 emails with an appalling customer service, who is refusing to refund, completely ignoring what I am writing and responding with automated messages.
Stay away, don't waste your money, use another service!
As of today, the phone is still locked, and I have lost more than 60GBP.”
Dear Enrico Bertelli,
We sincerely apologize for any inconvenience you've experienced. It's important to us that our customers have a smooth and successful unlocking process. I understand the frustration of waiting, and I appreciate your patience in this matter.
I want to assure you that your unlock for the iPhone 6 Plus is 99% complete and should be finalized imminently. The eligibility check and unlocking process involve specific steps outlined on our website, which you've followed by completing the initial payment of $28.00 and the standard unlocking fee of $38.00.
Although I understand the desire for a refund, as per our terms, the payments for the eligibility check and unlocking process are part of our service which you've agreed to, and they are non-refundable as per our refund policy, especially once the service is in process. Rest assured, in the rare event that the unlock cannot be completed, you are eligible for a refund under the criteria stated in our policy.
Please hang tight; we aim to resolve the remaining part of the process as quickly as possible. Should you encounter any further issues, feel free to reach out again.
Thank you for your understanding and cooperation.
Best regards,
Charlotte
“Beware of this company!
I ordered an iPhone unlock for £23.99, after processing they tell you that this is just an Admin fee. A further charge of over £40 is then requested.
After contacting them I found them very unhelpful, and after a lot of emailing got offered a credit for their site and not a refund which I wanted.
After speaking with Trading Standards and my bank, both are now going to launch an investigation, as they deem the company not transparent with the actual cost.
To summarise: This is a scam company..Do Not Use!”
Hello,
Thank you for taking the time to provide your feedback. I'm sorry to hear about your experience with the unlocking service. Your initial payment of £23.99 was for the Eligibility Check as part of the unlocking process for your iPhone SE from Vodafone UK.
I understand that it can be frustrating to encounter additional costs. Our checkout page clearly outlines all charges before purchase, including the cost for the Eligibility Check followed by the separate Unlocking Payment. The two-step process you encountered is standard for our service – first, an Eligibility Check, and if eligible, the unlocking service itself.
I appreciate that this situation has not met your expectations. While we are unable to offer a refund for the Eligibility Check as per our terms (Section 7.3), I would love the opportunity to ensure that your iPhone SE gets unlocked and to assist you further in completing this process.
Feel free to reach out to us, and we can guide you through the next steps to ensure your phone is unlocked as per your requirements. Our aim is for every customer to be satisfied with their service, and we would be keen to resolve this situation to your satisfaction.
Warm regards,
Charlotte
“On Nov 28 I purchase the services to unlock ATT iPhone12, on Dec 3 I paid 133£ for premium as my device is under contract, until today Feb 1 they have not unlocked my phone.
I decided contacted Luke, asked why it hasn’t been unlocked yet because exceed the time frame and he kept giving vague answers, then I got one email station my device was blocked and I got a credit note, not true! I have the device and I sent proof of purchase, I asked refund and he did not answer me, I had emailed him several times, like 20 email until he answered and again that he couldn’t do anything because it wasn’t unlocked! They DO NOT have direct access to unlock server as they stated by the way! If they had my device should be unlocked at this time.
I kept contacting them during this time and Luke and Tim kept telling me we will unlock your device, I asked my refund as the 30 days has passed and they avoid to answer, I asked and ETA and they also avoid the answer, they only post on their website their standard answers and they did not update any of my questions.
Today Feb 2 I got an email stating they gave me a credit note because my device came up as lost/stolen really? After I sent proof of purchase! On thei email they say there is a tracking link in case you don’t have use of a credit note and wishes a refund but guess what? It doesn’t! When clicking in the just redirects you to the page where you can see that result of what came from the servers!”
Dear Wellington David Gibson,
I'm truly sorry to hear about the inconvenience you've experienced regarding the unlocking of your iPhone 12 Mini. I understand it must be frustrating to encounter delays and to receive unclear information.
Our goal is always to provide clear, accurate assistance and make sure our customers are satisfied with the service. We do not have direct access to the unlock server but we work closely with providers to fulfill unlock requests.
Our team endeavors to maintain communication throughout the unlocking process, and I apologize if this has not met your expectations. I assure you this matter is important to us and we want to resolve it to your satisfaction.
Regarding the refund, as you mentioned an email stating your device was reported as lost/stolen, this might have been the reason a credit note was issued, in line with our policy outlined in the terms and conditions.
However, since you have mentioned that you have proof of purchase and ownership of the device, I'd like to personally review the case and assist further. Please reply to this message with the proof of purchase, if you haven't done so previously, so we can reassess the situation and provide an appropriate solution.
Our aim is to unlock your device as swiftly as possible or to find an alternative resolution that meets your needs. Your continued patience is greatly appreciated, and rest assured, we are on hand to assist.
Best regards,
Charlotte
“É um esquema. Não usem o serviço
Não usem este serviço. É um esquema. Não existe intenção de desbloquear o telemóvel pelo valor apresentado. Após pagamento enviam uma informação a pedir mais dinheiro. Ao fim de algum tempo já nem se dão ao trabalho de responder.”
Olá Pedro Francisco, lamento saber que você se sente insatisfeito com o processo. Quero garantir que nosso serviço segue um processo claro de duas etapas para desbloquear telefones. Inicialmente é realizada uma verificação de elegibilidade para garantir que o seu iPhone 6 Plus pode ser desbloqueado na Vodafone Portugal. Você já concluiu esta etapa com sucesso com seu pagamento de $ 28,00. Conforme descrito em nossos termos e condições, assim que a verificação de elegibilidade for concluída, a próxima etapa é o desbloqueio do pagamento. Este processo de duas etapas garante que não prosseguiremos com um desbloqueio que não seja possível, o que faz parte do nosso compromisso de fornecer serviços legítimos. Seu pedido está atualmente na fase em que o Pagamento de Desbloqueio é necessário para prosseguir. Encorajo você a continuar com o processo para que possamos concluir seu desbloqueio. Todos os custos são fornecidos de forma transparente na página de checkout antes da compra, e nosso objetivo é tratar cada pedido com o mais alto nível de cuidado e atenção. Se você tiver mais alguma dúvida ou precisar de assistência, não hesite em entrar em contato. Estamos aqui para garantir que seu telefone esteja desbloqueado e que você esteja satisfeito com nosso serviço. Atenciosamente, Carlota
“Complete waste of money. They constantly ask for more money but actually never received anything from them. Asked to pay a premium service for which again received nothing. I do not recommend.”
Hello James,
Thank you for taking the time to leave your feedback. We completely understand that facing multiple payments can be frustrating, and we apologize if our service has not met your expectations. I'd like to take this opportunity to clarify your situation and offer assistance to improve your experience with us.
From our records, it shows that you have made several payments for the Eligibility Check and Standard Unlock on your iPhone 7, from the network AT&T USA. I can confirm that your initial Eligibility Check payment was refunded, and you've proceeded with the necessary payments for the unlocking service. As outlined in our terms, the Eligibility Check is required for all phones, followed by an Unlocking Payment. We make sure all costs are transparent and outlined on the checkout page prior to purchase.
Given that iPhones sometimes require a Premium Service in addition to the Standard Unlocking Payment, it seems this was the case with your order. Your status indicates that a Premium Service may be necessary, and while I understand your concerns, I can assure you that all steps taken are essential components of our unlocking process.
We would like to continue to help you with the unlock process and see it to completion, ensuring that your iPhone 7 is successfully unlocked. We value your business and are here to support you every step of the way. If your unlock request encounters any of the issues covered by our refund policy, rest assured that appropriate steps will be taken.
To proceed with your unlocking request or to discuss the matter further, please get in touch with our customer support team. We're committed to helping you resolve this issue and we hope to turn your experience into a positive one.
Warm regards,
Charlotte
“Directunlock are a sophisticated scam take your money for an unlocking service that they claim they can do. But unfortunately my experience they take your money and leave you high and dry.”
Hello Padraig,
We're really sorry to hear that your experience hasn't been positive. I'd like to assure you that our intention is to provide a reliable unlocking service. Your iPhone 6 Plus unlock is currently 99% complete and should be finished very soon. The payments you have made cover the Eligibility Check and the Unlocking Service, which are both necessary steps in the process.
We understand waiting can be frustrating, but please rest assured that your order placed on October 5th, 2020, is in process. We aim to convert your current experience into a positive one and appreciate your patience. If you have any more concerns or need updates, please don’t hesitate to get in touch.
Best regards,
Charlotte
“States a price and the small print says you have to pay more - not obvious, claim 4 hour unlock and when you pay it changes to 48 hours - avoid at all costs”
Hello there,
Thank you for sharing your concerns with us. We apologize for any confusion regarding the unlock time and additional payments. We strive to be transparent in our services, and our terms do clarify that the delivery times provided are guidelines and subject to change due to variables with network and handset conditions (Section 6 of Terms and Conditions).
We understand the importance of clear communication and would be happy to clarify any confusion about the costs involved. As stated on our website, all phones go through an Eligibility Check followed by an Unlocking Payment, with detailed costs outlined on the checkout page before purchase. For your Samsung Galaxy Z Flip unlock from O2 UK, you've successfully completed both the Eligibility Check (£23.99) and the Standard Unlock (£20.13).
Should your phone not prompt for an unlocking code with a non-O2 SIM card, a Remote USB Unlock service is available to complete the process. We encourage you to proceed with this option to unlock your device successfully.
We're here to assist you every step of the way and restore your faith in our services. If you have any more questions or need further assistance, please don't hesitate to reach out.
Best regards,
Charlotte
“Direct Unlocks are a scam.
I search Google for 'Vodafone iPhone Unlocks' and these guys are the sponsored results displaying 'From £23.99' (ASA Ruled against these guys yin 2018 instructing them to drop the 'from' claim as they were unable to demonstrate anyone actually pays the 'from' rate. ASA ref A18-447541). Looks like the advice is getting ignored years later.
Run a search on my IMEI, and I am presented with a cost of £23.99 and I continue to purchase.
Several hours later, I am asked for an additional £95 to complete the unlock. I click the 'query this charge' where I receive a response immediately saying the charge was clearly stated on my order confirmation.
Confused, I go back through the purchase flow (as a new customer again) and the charge is pretty obvious. I was surprised I missed it.
Intrigued, I use my husbands phone to run a quote on his IMEI. The £23.99 charge displays, no reference to any additional charges.
Run the search a second time for his IMEI, this time the charge DOES show on the order confirmation page.
Here's what they are doing:
A unique IMEI search omits details on extra charges (sure, they are buried in the T&C, but the extra charge is not evident to the customer).
When you get a told there are extra charges, and run your IMEI through again, the charge will show. Making customers confused thinking they missed the charge and perhaps agree to pay it.
Shady practice indeed.
The reviews on review.io are 1*. The reviews on Trustpilot are 4*. They refund £10 for good reviews on TP. Go figure ;)”
Hello Steven,
Thank you for taking the time to share your experience, and I'm genuinely sorry to hear that it has not been satisfactory. I understand how frustrating unexpected expenses can be, especially when they seem to be concealed.
As you've mentioned, you have been charged £23.99 for an eligibility check which is a non-refundable payment, as detailed in our terms and conditions. The checkout page clearly outlines all costs associated with the service before the final purchase is made, including Eligibility checks and subsequent Unlocking costs. The additional £95 would be for the actual unlocking service, which is a separate step following a successful eligibility determination.
I realize that multiple payments can be confusing and assure you that we aim for transparency with all our services. Running the check a second time with the same IMEI likely resulted in the additional charge showing up due to our system recognizing the IMEI from the previous query. We understand this was not clear on your initial search, and for that, we apologize.
Given that your order status is "Already Refunded", it seems that we have processed a refund regarding your initial payment for the Eligibility Check. I encourage you to continue the discussion with us if there are any further aspects of the service that you are dissatisfied with. Our goal is to provide a transparent and effective solution to unlock your phone, and we certainly do not want to leave you feeling misled.
While we can't offer a refund on the initial eligibility check as per our policy, we are committed to working with you to provide clarity and support throughout the remaining process. If there's anything we can assist with to improve your experience, please let us know.
Warm regards,
Charlotte
“As per many other reviews...basically a legitimate scam...I paid a fee of $28 to unlock and then receive a follow up email asking for $116...I have asked for a refund but don't hold out much hope...web ombudsman please, where are you?..”
Hello Mark,
Thank you for taking the time to provide your feedback. We understand your concerns about the additional payment requested following your initial Eligibility Check. As outlined on our checkout page, the unlocking process for phones includes two steps: first an Eligibility Check, for which you've paid $28.00, and if eligible, an Unlocking Payment is required to complete the process.
We assure you that all costs are presented upfront, and we also strive to make our services as transparent and straightforward as possible. To continue with the unlocking of your iPhone 8 from the network Three Ireland, the next step would be to proceed with the Unlocking Payment.
We value you as a customer and would like to see the process through to a successful unlock. If you have any further questions or require additional assistance, please don't hesitate to reach out. We're here to help ensure that your experience ends positively.
Warm regards,
Charlotte
“When you post an order, says that the time frame is between 1 hour and 6 hours, as soon as you pay, the time frame changes, in my case was 10 days. Is ridiculous. Then when you contact support for a refund they say no because they already send the order. No money, no codes, nothing happened. Avoid this company.”
Hello there,
Thank you for taking the time to leave a review, and I'm sorry to hear that the experience didn't meet your expectations. It's important to clarify that delivery times provided are guidelines based on previous unlocks and are not guaranteed (as mentioned in our terms 1.1 and 6.1). They can vary due to a number of factors outside of our control.
As per our cancellation policy, it is not possible to cancel an order once payment has been made (as outlined in terms 2.1), since eligibility checks and unlocking costs are incurred immediately. Regarding your mention of no codes being received, please note that, depending on the specifics of your order and the service you've chosen, the unlocking process may not always involve an unlock code.
If your order is currently awaiting payment, I encourage you to continue with the process so we can work towards a successful unlock for your device. Should you require further assistance with your order or have additional questions, please do not hesitate to contact our Live Support through your tracking page, where our team can offer you more personalized help.
We strive to provide clear communication and transparency throughout the unlocking process, and we are committed to helping our customers have a positive experience. Your feedback is valuable, and we hope to resolve any concerns you may have.
Kind regards,
Charlotte
Hello,
Thank you for your message and I'm sorry to hear that you've been waiting for almost 2 weeks. I understand waiting can be frustrating. Unlocking times can vary and are influenced by a number of factors. Rest assured, we do strive to complete your unlock as quickly as possible and keep you informed of any changes to delivery times.
To help you more effectively, I'd need to check the current status of your order. For that, your IMEI number is crucial as it helps us identify and track your specific unlocking request. If you could provide that, along with your order number, it would be greatly helpful. If you have any concerns or questions during the process, please don't hesitate to use the Live Support feature on your tracking page for immediate assistance.
We appreciate your patience and look forward to resolving any issues so that you can enjoy your unlocked phone soon!
Best regards,
Charlotte
“Submitted my phone on 11 January 2020. Now I know Covid has been a problem but clearly not for a lot of people’s unlocks. It’s now 10 September, progress bar says 98 days, 12 hours, it’s been like that for a very long time. I get the same response, just slightly different wording every time I email, essentially once a month. Wording as in “we don’t want to keep our customers in the dark”, sounds like Eskom here in South Africa with load shedding, or “we’re chasing the imei”. Will do the same same as I did and email on the 14th of this month as I did last month. According to a calendar calculator, it’s been 169 working days for the UK. This is total working days excluding public holidays. It’s meant to take 90 working days. I’ve been waiting patiently for a very long time. I put this phone through over year ago and was told it couldn’t be be unlocked due to the so called “premium service” being unavailable as of yet and then put through my phone imei after the service was made available. If I knew this was going to take so long I would’ve just made a plan and bought a new phone. Unfortunately I wasted money and now I’m waiting on hopes and dreams. If I complain, I get offered discounts. I don’t need a discount on other phones as I have just this phone to be unlocked and can’t be bothered to ever use this service again. No doubt I’ll get a response that it’s been escalated blah blah blah and now my phone is as useful as a condom with a hole in it. I guess I could use it as a skipping stone. Just gotta make sure it I throw it right I guess. Or a paper weight but a phone I paid R5500 for a phone that I unfortunately made the mistake of buying without checking that it was unlocked, my stupid mistake and have lost count on how much money I’ve spent with this company just doesn’t seem worth it. Thanks for wasting my time and money guys. I won’t get a refund because that’s how the company operates, just discounts on services that I can’t use and that probably won’t work.......again”
Hello,
We are truly sorry to hear about the extended delay and the frustration this has caused. While Covid has indeed affected various services globally, we strive to keep our processes as efficient as possible and understand the importance of timely service.
Referring to your case, it seems you've been exceptionally patient, and we genuinely appreciate it. As your order is showing as "Hard-Locked" and considering the time elapsed since your order placement, it might be a more complex situation than usual which requires further attention from our technical team. Our aim is always to complete the unlock process within the stipulated guidelines, but occasionally, unforeseen complications can extend these timeframes.
We've noted your intention to not use our services in the future, which is regrettable. However, given your experience and our commitment to customer satisfaction, we are particularly motivated to resolve your issue. Given your status and the payments you've made without a resolution, we will once again escalate this matter internally to ensure your case receives the necessary priority and look to update you promptly with any progress.
Please rest assured, since you have a credit note issued, this can be put toward any future services should you decide to use them. We understand that a discount may not be immediately helpful, but it is available to you for any service you might need down the line.
We hope to turn your experience around and provide a positive outcome soon. Your understanding is greatly appreciated, and we will be in touch with updates regarding your iPhone 8 unlock. Please feel free to reach out if there's anything else we can assist with in the meantime.
Kind Regards,
Charlotte
“Paid for premium service over a year later no unlock just stories
Do not give them one cent !!
Now claim company was resold
Just don’t ever give them any cash”
Hello R J Davies,
I'm sorry to hear about the difficulties you've faced with our premium service. We truly understand how frustrating it can be when things don't go as expected.
Our records show that an attempt to unlock your Apple iPad was made, and I see that your order status indicates "Hard-Locked", which unfortunately means that the network carrier has applied an additional level of security.
As per our terms and conditions, for devices reported as "Hard-Locked", we issue a credit note due to the complexity of such cases (please refer to section 7.5 of our terms). This credit note can be used against any sim unlocking service for a different device in the future.
Even though the company has changed hands, we are committed to addressing leftover concerns from our clients. Rest assured, we strive to improve our services continuously and aim to resolve your issue satisfactorily.
Please feel free to use your credit note at any time. Should you have any further questions or require assistance with utilizing your credit note, do not hesitate to get in touch with us. We're here to help you through every step of the process.
Warm regards,
Charlotte
“Well, it's been 28 days since I paid the initial fee and all I've gotten was an excuse as to why they 'can't unlock my phone'. I understand that sometimes there may be an issue with a carrier but taking the initial fee under the pretence that that was all I'd have to pay, is shady business. I've seen them flag other peoples reviews on many sites, so I won't be shocked if mine is, as well. I'll be requesting a refund in 2 days.”
Hello Holly,
I'm truly sorry to hear that your experience hasn't been as smooth as we aim for it to be. I understand that dealing with unlock issues can be frustrating. Regarding the initial fee for the eligibility check, please know that this is a necessary step to ensure that your phone can be unlocked, and the cost for this service is outlined during the checkout process. I see that you have been refunded this amount as well.
As for the unlocking process, it appears that we are unable to unlock your Samsung S8+ from the Sprint USA network with conventional unlocking codes, and a Remote USB Unlock service would be required in this case. This service is an alternative method when standard codes are not available.
I would love to help you get your Samsung S8+ unlocked and to hopefully turn your experience around. If you're open to it, I recommend proceeding with the Remote USB Unlock service to complete the unlocking process. If you need any assistance with this or have any further concerns, please let me know. I'm here to help!
Warm regards,
Charlotte
“NOT open regarding their costs. You make first payment then before you receive the unlock details you must pay a whole lot more... I did not!! so lost the £20 up front.”
Hello,
Thank you for taking the time to share your concerns. We understand that the structure of the payments for our services might have felt unclear, and we apologize for any confusion caused.
To clarify, there are indeed two separate payments for the unlocking process: the Eligibility Check, and then the Unlocking Payment. Both of these costs are outlined on our checkout page before purchase, to ensure our customers are fully informed of the unlocking process in advance.
Since the Eligibility Check has been completed, if you wish to proceed with the Unlocking Payment, we're here to support you through the rest of the process. We believe that completing the unlocking will provide value far beyond the initial payment and we’d love the chance to prove that to you.
If you have any further questions or require assistance, please use the Live Support feature on your tracking page, and provide your IMEI so we can give you the most accurate and helpful service.
Warm regards,
Charlotte
“Honestly, if there was a zero star option available I'd use it,
This is about 3 months in now, still no unlocked phone, I've paid twice now, and just yesterday i was told I need to pay another £60, this is off the back of me initially thinking that it would cost the price of the first payment which was £20, the second was £60 now another £60????
If you can... Avoid using this service please it's just 1 scam after another”
Hello there, I'm truly sorry to hear about the frustration you've been experiencing with the unlocking process. It sounds like you've had quite the journey so far, and I understand why you would feel this way. I'd like to clarify the payments and the process for you.
It looks like you've already completed the initial Eligibility Check, for which there is a fee as stated in our terms. This cost is for the check to be performed to ensure the phone can be unlocked. Once that's confirmed, the unlocking payment comes into play, which is separate and necessary to actually proceed with unlocking the phone.
We always aim to be transparent about our pricing and process, and I apologize if this was not clear from the outset. All costs are outlined on the checkout page prior to purchase, just as you've experienced with your payments. We really appreciate your patience and would love the opportunity to make things right for you.
Could you please provide the IMEI number of your phone? This way, we can look into the specific details of your order. If you'd prefer not to share it here or need more immediate assistance, our Live Support on the tracking page is always available to help resolve your issue as swiftly as possible.
Thank you for reaching out, and I look forward to assisting you further to get your phone unlocked.
Hello Q King,
Thank you for taking the time to express your concerns. We're truly sorry to hear that your experience has not met your expectations. We value your feedback and would love the opportunity to address any issues you may be facing.
As our records indicate, your iPhone 6 Plus has been successfully unlocked from the O2 UK network, as per your order placed on July 7, 2020. Since your order status is "Unlock Complete", we invite you to ensure that the device is functioning with different network SIM cards by following the easy instructions sent to your email.
We strive to provide clear information regarding costs and the two-step process that is often required for unlocking: the Eligibility Check followed by the Unlocking Payment. Our goal is always to ensure a transparent customer journey.
If there's anything specific you'd like to discuss or need assistance with, please do not hesitate to reach out to us. We are dedicated to ensuring your satisfaction and would like to help make your experience a positive one.
Kind Regards,
Charlotte
Posted 1 year ago
Hello Q King,
Thank you for taking the time to express your concerns. We're truly sorry to hear that your experience has not met your expectations. We value your feedback and would love the opportunity to address any issues you may be facing.
As our records indicate, your iPhone 6 Plus has been successfully unlocked from the O2 UK network, as per your order placed on July 7, 2020. Since your order status is "Unlock Complete", we invite you to ensure that the device is functioning with different network SIM cards by following the easy instructions sent to your email.
We strive to provide clear information regarding costs and the two-step process that is often required for unlocking: the Eligibility Check followed by the Unlocking Payment. Our goal is always to ensure a transparent customer journey.
If there's anything specific you'd like to discuss or need assistance with, please do not hesitate to reach out to us. We are dedicated to ensuring your satisfaction and would like to help make your experience a positive one.
Kind Regards,
Charlotte
Hello!
I'm truly sorry to hear about the challenges you're facing with the iCloud unlock on your iPhone 6 and the issues regarding your refund request. Our iCloud unlock services generally address the SIM unlock of the device, and if your phone is burdened by an activation lock due to iCloud, that's a different service altogether.
As mentioned in our refund policy, sim unlocks won't be refunded if the device is unusable due to the iCloud Activation Lock. However, you can opt for our iCloud Removal service if that's something you'd be interested in.
Nonetheless, if you believe your situation meets our eligible refund criteria, we're keen on resolving this promptly. Without an IMEI or order reference, it's complex to address your specific case accurately. If you could provide your IMEI number or use the Live Support in your tracking page, we would be better positioned to assist you.
Thank you for reaching out and giving us the opportunity to make things right. We look forward to hearing back from you so we can further assist.
Posted 1 year ago
Hello!
I'm truly sorry to hear about the challenges you're facing with the iCloud unlock on your iPhone 6 and the issues regarding your refund request. Our iCloud unlock services generally address the SIM unlock of the device, and if your phone is burdened by an activation lock due to iCloud, that's a different service altogether.
As mentioned in our refund policy, sim unlocks won't be refunded if the device is unusable due to the iCloud Activation Lock. However, you can opt for our iCloud Removal service if that's something you'd be interested in.
Nonetheless, if you believe your situation meets our eligible refund criteria, we're keen on resolving this promptly. Without an IMEI or order reference, it's complex to address your specific case accurately. If you could provide your IMEI number or use the Live Support in your tracking page, we would be better positioned to assist you.
Thank you for reaching out and giving us the opportunity to make things right. We look forward to hearing back from you so we can further assist.
“Placed my order in March 2020. And its July 2020 now. Still haven’t unlocked my phone yet and they’re asking me to pay another additional 91 dollar. This is actually the 3rd time they asked me to pay for it. The first time, it’s 28 dollar. Then they need another 42 dollar for FINAL PAYMENT. Shady business this is, i bet. I’ve got everything written via emails and screen shots everything.”
Hello,
Thank you for reaching out and sharing your concerns. I'm sorry to hear about the delay and the additional payments requested. I would like to ensure that your experience is transparent and straightforward.
As per the process outlined in our terms and conditions, the initial payment covers the eligibility check, which is a separate process from the actual unlocking service, and this cost is non-refundable. If your phone is eligible for unlocking, a final unlocking payment is required. It appears there might have been some confusion regarding these distinct stages and associated costs.
The delivery times for our services, as stated, are guidelines and can sometimes vary. I understand waiting since March can be frustrating, and I sincerely apologize for any inconvenience you may have experienced.
To help resolve this matter, could you please provide the IMEI number of your device? This way, we can look into your specific order and give you a clear update on the status. Without the IMEI number, we're unable to access your order details or provide personalized assistance.
If you’d still like to proceed with the unlock, I would encourage you to complete the process, as you’ve already invested in the eligibility check. If you’ve encountered any issues or if something is unclear, please reach out via the Live Support on your tracking page, and our team will be glad to assist.
Again, I apologize for any inconvenience and hope we can address your concerns effectively.
Best regards,
Charlotte
“Unreliable, promotes services it cannot provide, and does not reimburse.
I bought an icloud ilock, it failed because they claimed the phone I had was a difficult case because it was reported as lost, they didn't reimburse me and never mentioned that some cases may not work. I have accepted that reality, but then they marketed a premium service that unlocks all icloud unlocked phone whatever the circumstance is, including phones marked as lost. I bought that "premium" service in January 2019. So I have paid this company 100GBP in total. They promised for the phone to be unlocked in a maximum time of 90 days. It has been a year and a half now, and the phone is still locked, they answer one over 5 emails I send, and they do not accept to reimburse me what I have paid for a service they have failed to provide as promised.
Totally unacceptable.
AVOID!”
Hello Kinda Hassan,
I'm really sorry to hear about the issues you've encountered with your unlocking service and can understand how frustrated you must feel. I’d like to help clarify some points and assist you the best I can.
You've mentioned purchasing our iCloud unlock which was unsuccessful due to the phone being reported as lost. Based on our policy, which states "iCloud Activation Lock on iPhones: Contact the iPhone owner for iCloud removal or buy our iCloud Removal service. Sim unlocks won't be refunded if the device is unusable due to Activation Lock," unfortunately, the refund isn't applicable in this scenario.
Regarding the premium service you've purchased, I see that your expectation was for the unlock to be completed within 90 days. I apologize that the service has not yet met this expectation. As per our terms, "If the service fails for any reason, you'll be refunded along with any Standard Service payments you have made," and thus you should be eligible for a refund if the premium service has indeed failed without resolution.
Since your order status is "Hard-Locked," our refund policy also states that "Any unlocks which come back as Hard-Locked by the network will be refunded in the form of a Credit Note, due to the amount of work required in attempting to perform this unlock."
While I understand that your experience has not met your expectations, and you have expressed a desire for a refund, I can arrange for a credit note to be issued to you as outlined in our policy. This way, you can use the credit for any other service we offer that might be applicable to your situation.
If you could please provide me with the details of your order, I will look into your case personally and see how we can progress efficiently. Your case will be treated with the utmost priority, and I assure you we aim to convert this experience into a positive one.
Thank you for reaching out, and I look forward to resolving this matter to your satisfaction.
Warm regards,
Charlotte
English