“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
“Paid them two times, after 5 days they still cannot unlock it. They said they would offer a full refund; I emailed them my receipt showing the payment of the phone. No response from them.
I e-mail them the the proof of purchase of my phone repeatedly. They do not read the e-mails and do not reply to e-mails.
In summary, I'm dissatisfied with their services because:
1. They do not disclose the full price upfront; they asked for a small amount then requested more money afterwards
2. They don't refund your money if they are not able to unlock the phone; they ask for a proof of purchase and then don't reply to your e-mails; they assume your phone is blocked/banned and is the your fault - here they are dishonest because checking if phone is blocked is a free service that they should use before asking for money”
Hello Ovidiu Negus,
Thank you for reaching out and providing your feedback. We're truly sorry to hear that your experience has not been satisfactory. Our intention is always to provide clear and upfront communication regarding our services and fees. As outlined on our website, the unlocking process typically involves an Eligibility Check followed by an Unlocking Payment, and all costs are presented at the checkout page before purchase.
Regarding the full refund, our process does include refunding customers under certain conditions, as per our Refund Policy. However, if your case falls into one of the categories where a credit note is issued, it can be used towards any future unlocking service that might suit your needs.
We completely understand how important clear communication is, and we're sorry if there has been any misunderstanding. We certainly do not assume phones are blocked or banned without proper verification — our checks are in place to prevent such errors.
We acknowledge the concerns you raised:
1. We aim to be transparent with our pricing. If there are additional costs involved such as upgrading from a standard to premium service, these are charged accordingly and clarified during the process.
2. Concerns regarding refunds and the requirement of proof of purchase are taken seriously. We operate within the guidelines of our Refund Policy. If there's been a failure in our service, please rest assured we'll address it responsibly.
As your order status is "Awaiting Payment for Premium Service," which is currently offline for your network, we will contact you once the Premium Service becomes available to proceed with the unlocking.
Your patience and understanding are greatly appreciated, and we want to ensure your experience with us is resolved to your satisfaction. We invite you to reply to this message or contact us directly so that we can address any ongoing issues and work towards a suitable solution.
Best regards,
Charlotte
“Hi,
Used directunlocks for an iphone 8 unlock several weeks ago, firstly paid 20euro and then they asked for 35euro more, it came back that it couldn't be unlocked after paying, and they said they would give me a £37.99 credit, so on monday 24th feb, i went to unlock an iphone 5c, went through the credit card process as they said the credit would be applied using my email address as verification, but they took €18.99 from my credit card, and then i got an email asking for another €35 euro, have sent lots of emails asking about the credit and no replies, there's no phone number to call. Have now reported to CC company for charge back. Based on my experience i can only assume these are scammers”
Hello,
I'm really sorry to hear about the confusion with the credit application and the issues you've faced. It certainly isn't the experience we want any of our customers to have. Allow me to clarify the situation regarding the credit and the payments you've made.
When you attempted to unlock the iPhone 8 and it couldn't be unlocked, we provided a credit of £37.99 as per our refund policy. This credit was meant to be automatically applied to your next service using the same email address for verification, which seems to have not happened in your case when you tried to unlock the iPhone 5C. I understand this is frustrating and would like to resolve this promptly for you.
To address the additional payment of €35, this is standard as all phones require an Eligibility Check first (which you have paid €18.99 for), followed by an Unlocking Payment as outlined in our terms and conditions. I apologize if these steps were not clear at the outset. The initial payment for the Eligibility Check is non-refundable, as detailed in our refund policy since we've performed the service.
Please rest assured that Direct Unlocks is committed to providing a legitimate unlocking service, and we're here to help you through the process. I would like to get this sorted out for you and ensure that your previously acquired credit is applied correctly. Could you please provide your order details and email address you used for your orders so that we can look into this matter and correct the issue with the credit not being applied?
Thank you for bringing this to our attention, and we look forward to rectifying the situation for you.
Best regards,
Charlotte
“I've just bought a Samsung S10+ and looking to unlock it. The Direct Unlocks website looks great and seems really straightforward... in fact they promote the fact that they have over 2500 positive reviews (must ignore the bad ones). So you go ahead and enter all the info, pay your £17.99 and expect to receive the unlock code... BUT NO... instead you get an email saying "track your progress" where you get told there's a 2nd charge... a "final payment" required... At no point in the whole process are you told there are two separate payments required. Also at no point are you told the total cost. I've went back and looked at all the screens leading up to payment... Nothing... Unless it's in teeny tiny writing somewhere. I'll be requesting a refund.
UPDATE: It is in teeny tiny wee writing... Underneath the £17.99 charge (in very small and very light grey colouring) is the text "Please note there will be a payment of £19.4 on completion of the unlock." I'm very angry at myself... should've known it was too easy. So Direct Unlocks i'll be going to the ASA, Trading Standards and various other forums to tell people not to use you. Seems very devious to not post the correct total price. I'll also be seeing if my credit card company can cancel payment to you.”
Hello Mark,
Thank you for your feedback and I'm really sorry to hear about the confusion regarding our payment process. I can assure you that it's not our intention to mislead anyone. On our checkout page, we do outline that there are two payments involved in the unlocking process – an Eligibility Check followed by an Unlocking Payment.
I completely understand your concerns and would like to clarify how this works. The first payment of £17.99 you've already made was for the Eligibility Check to ensure that your Samsung S10+ can be unlocked from Vodafone UK. This payment has already been refunded to you.
Please note, once your phone is confirmed to be eligible, the final unlocking payment will be needed to proceed with the actual unlocking service. Our intention is to be as transparent as possible, and we are always looking for ways to improve customer experience.
I'd love for you to give us a chance to turn your experience around. Since your order is already refunded, consider whether you would like to proceed with the unlocking process with the understanding of the involved costs. If your device does not ask for an unlocking code, we can offer the Remote USB Unlock service that is tailored to such situations.
Should you have any further questions or require assistance with the process, please don't hesitate to get in touch with our support team.
Warm regards,
Charlotte
“Avoid like the plague!!!
Promised to unlock my iPhone for £19.99....was hit a day later for £59.99...have just received an email saying my phone cannot be unlocked and need to upgrade again to Premium Service (haven't even looked at what that's going to cost!).
They keep referring to T&Cs and are trying to withhold my refund. Surely if they promise to do something and cannot deliver a refund is entirely reasonable.
AVOID!!! YOU WILL BE LEFT DISAPPOINTED & OUT OF POCKET.”
Hello Martin,
I'm sorry to hear about your experience and understand your concerns regarding the payments. The initial £19.99 fee was for the Eligibility Check to ensure that your phone can be unlocked, which is a necessary step before proceeding.
After that, the £59.99 payment you mentioned appears to be for the Standard Unlock service for your iPhone 11. It seems there has been a need for an upgrade to the Premium Service, which is a separate cost when the Standard Service is not sufficient. Our terms and conditions mention that the initial payments for the Eligibility Check and Standard Unlock are non-refundable because the services have been provided.
I understand it might be frustrating to encounter additional charges, but we're committed to unlocking your phone and have issued a credit note for you to use against a different service in the future. We would love the opportunity to complete this process for you once our Premium Service is available again.
We are here to support you through the unlocking process and are waiting for the Premium Service to be back online for your network. I assure you, once it becomes available, we will be in touch to help finalize your phone's unlocking.
Kindest regards,
Charlotte.
“I paid initially for a check to be done on my handset. Direct Unlocks returned to me with good news the handset can be unlocked, for a further fee. I did go ahead with the second payment. They then returned to me a week later with an update that unfortunately they could not unlock my handset. Instead of a refund, they offer me credit which is useless to me. If I wanted a refund I had to prove the handset was not in contract or blacklisted, which it wasn’t. They conveniently offer a link to a site to perform a free check. What do you know my phone was blacklisted. (It absolutely isn’t) I bought the phone prepay and it was sealed in a box direct from Vodafone. I paid an independent provider to carry out a health check on my handset, what do you know 100% clean. (1) It’s clear they have affiliates with the health check site they gave me a link to, also note this related site has just as terrible a reputation. (2) They were paid a fee to check if the phone was eligible to unlock. Why say it can be unlocked then not fulfill the deal, then not offer a refund. I will tell you why these guys are 100% untrustworthy. Do NOT do business with these guys. I took a chance out of desperation do please learn from my mistakes. You will only lose your money!”
Hi Nicholas, sorry to hear that your device came back as being barred, you should of been refunded with vouchers to use towards another unlock. We advise that the service does not work on barred devices.
Posted 6 years ago
Hello,
Thank you for getting in touch, and I'm truly sorry to hear about the frustration you've experienced with the unlocking process. It's certainly not the smooth experience we aim to provide.
Regarding the unlocking process and the results you've mentioned, it's important to clarify a couple of points. When an initial eligibility check on a handset indicates that an unlock is possible, it's based on the preliminary information available to us. However, subsequent checks during the actual unlocking process can sometimes yield new information that was not apparent during the initial assessment. This appears to be what happened in your case.
I understand how disheartening it must be to have proceeded with the unlocking service based on the initial positive response, only to encounter an unexpected obstacle. As outlined in our refund policy, "7.9 Premium Services which fail - both your Standard and Premium payments will be fully refunded back to your card if it is not possible to unlock your device having tried Premium Service."
Given that you have evidence from an independent provider that your handset is indeed not blacklisted, we would like you to get in touch with our Live Support team through your tracking page. They will be better equipped to address this discrepancy and work towards a resolution.
Please ensure that you provide your IMEI and any evidence you have from the independent provider during this interaction. We value your trust and want to ensure that you walk away feeling heard and assisted.
We're committed to turning your experience around and hope to resolve this matter to your satisfaction.
Best regards,
Charlotte
“They aren't upfront or trustworthy. In my case they I purchased a pre-order (had no idea there was more to come) after the initial check they ask me for more money 42USD along with an email saying I should also check on a third party website if my phone was blacklisted/lost/stolen (why don't they suggest this check beforehand, and why did my 20USD didn't pay for this check) after I decline via email to work with them they responded they could lower the price (another scam alert)... I should've read all the coments from this and other sites before giving that company 20USD for nothing.”
Hi Nelson, sorry to hear that you are not happy with the service, the total cost of the unlock is advised at the time of purchase so I'm shocked at this review, to be honest. Your money is not lost either, you can simply upgrade to the unlock or we can arrange vouchers for you for another website purchase.
Posted 6 years ago
Hello Nelson,
Thank you for taking the time to share your concerns with us. I'm sorry to hear about your dissatisfaction with the process. We aim to be transparent with our services, and I apologize if the information provided wasn't as clear as needed. As stated in our terms, the Eligibility Check is the first step to ensure your iPhone 5C can be unlocked from the Sprint USA network. It is separate from the actual unlocking service which has a cost of $42 USD as mentioned in your message.
This initial check is important to avoid any unnecessary charges should your phone not meet the unlocking criteria, which are outlined on the checkout page. Additionally, we suggest an external check for lost/stolen status as a precautionary measure to save you from any potential inconveniences. It is not included in the Eligibility Check fee as it is an independent verification that can be done freely prior to utilizing our services.
I understand that this situation may not be ideal for you, and while refunds for the Eligibility Check aren't part of our policy, we genuinely want to help you complete the unlocking process. The offer to reduce the additional cost was made in an effort to assist you further with the service.
If you're willing to proceed, we are here to support you throughout the unlocking process. Your phone can bring much more convenience and flexibility once unlocked, and we'd like to help you achieve that.
Best regards,
Charlotte
“It's been over 15 days and my phone is still not unlocked - there's hidden payments everywhere. Don't come back to your emails - deserve to be liquidated. Absolute Scum of the earth”
Hi, sorry to hear that your unlock has exceeded your expected time frame, could I please take your IMEI so that I can look into this order for you?
Posted 6 years ago
Hello Mr. Riding,
I'm really sorry to hear that you've had a less-than-satisfying experience with our service. Rest assured, our aim is to deliver a smooth and transparent unlocking process. Based on our records, your iPhone 7 from Vodafone UK has been successfully unlocked, and this was completed as of your last order status.
Regarding payment, to clarify, there are two stages for unlocking a phone through our service - the Eligibility Check and the Unlocking Payment. These are outlined on our checkout page before you complete your purchase. It's our policy to ensure customers are aware of all costs upfront. We certainly don't like surprises any more than you do!
Since your order status is "Unlock Complete," your iPhone should now be unlocked. If for some reason you're still encountering issues, please reply directly to the unlock confirmation email, and we'll investigate this further to ensure everything is working as it should.
Again, I apologize for any inconvenience caused and thank you for your patience. Your satisfaction is our top priority, and we want to make sure you have the positive experience you deserve.
Warm regards,
Charlotte
Hi Suleman, can I have your order IMEI please as this does not sound correct.
Posted 6 years ago
Hello,
I'm truly sorry to hear about the frustration you've experienced with the unlocking process over such a lengthy period. I understand how delays and extended wait times can be quite disappointing. I would love to look into this matter and assist you further to ensure we can provide a positive resolution. However, without an IMEI number or reference, I'm unable to access your order details. Could you please provide us with your IMEI number or use the Live Support feature on your tracking page so we can get this sorted out for you?
Rest assured, we are committed to delivering the service you’ve paid for, and my goal is to help you have a more positive experience moving forward.
Best regards,
Charlotte
“These Guys are Crooks there is NO statement on there website that says there are further charges they take your initial payment then say track your order so it then goes to 50% then Please pay a further 19.99 to complete your order.CRIMINAL”
Hi Mr. Darren T O'Connor,
Thank you for your feedback, and I'm sorry to hear that you've had a less than satisfactory experience with our service. I would like to clarify that on our website, we outline the two-step process for unlocking a phone which includes an Eligibility Check and an Unlocking Payment. These costs are stated before finalizing the purchase.
Since your Samsung Galaxy S8 from EE UK has reached the status of "Unlock Complete," it suggests that the necessary procedures have been fulfilled successfully. If your phone doesn’t prompt for an unlocking code, this is typically because it requires a Remote USB Unlock, which is an additional service for phones where codes are not available or applicable.
We value the trust you've placed in our service and are committed to ensuring your satisfaction. If there's anything specific you're dissatisfied with or if you need further assistance with the Remote USB Unlock, please let us know. We're here to help you through the process.
Best regards,
Charlotte
Direct Unlocks Customer Service Team
“This company is nothing more than a bait and switch criminal operation. They take your initial payment and then ask for more. When you try to find out how much they go silent and just take your first payment”
Hi Robert, sorry that you did not realize the cost of the service, however your review is simply not correct, the total cost of the service is advised to you at the time of purchase.
Posted 6 years ago
Hi Robert, can I take your order IMEI please so that I can look at a refund for you as you are clearly unhappy with the service that we offer.
Posted 6 years ago
Hello Robert,
Thank you for taking the time to leave a review. I’m sorry to hear that your experience didn’t match your expectations. It's important to us that our customers are more than satisfied.
I understand that it can be frustrating to encounter additional payments after an initial charge. As outlined in our process, the first payment of $19.99 you made is for the eligibility check of unlocking your Samsung Galaxy S9+ from Sprint USA. For the second step, the unlocking payment is required to proceed with the actual unlock service, as indicated on the checkout page before the purchase.
Currently, your order status suggests that we're awaiting the unlocking payment to move forward with your service. I encourage you to continue with us so that we can help you enjoy the full benefits of an unlocked device. If your phone does not prompt for an unlocking code with a non-Sprint SIM card, this indicates that a Remote USB Unlock, which is an additional service, may be necessary to unlock your phone.
We are committed to transparency and all our costs are stated upfront during the checkout process. I would love the opportunity to make this right for you. Please do get in touch with us so we can guide you on the next steps and address any further concerns you may have.
Warm regards,
Charlotte
Posted 1 year ago
Hello Robert,
Thank you for taking the time to leave a review. I’m sorry to hear that your experience didn’t match your expectations. It's important to us that our customers are more than satisfied.
I understand that it can be frustrating to encounter additional payments after an initial charge. As outlined in our process, the first payment of $19.99 you made is for the eligibility check of unlocking your Samsung Galaxy S9+ from Sprint USA. For the second step, the unlocking payment is required to proceed with the actual unlock service, as indicated on the checkout page before the purchase.
Currently, your order status suggests that we're awaiting the unlocking payment to move forward with your service. I encourage you to continue with us so that we can help you enjoy the full benefits of an unlocked device. If your phone does not prompt for an unlocking code with a non-Sprint SIM card, this indicates that a Remote USB Unlock, which is an additional service, may be necessary to unlock your phone.
We are committed to transparency and all our costs are stated upfront during the checkout process. I would love the opportunity to make this right for you. Please do get in touch with us so we can guide you on the next steps and address any further concerns you may have.
Warm regards,
Charlotte
Hi Laurent, sorry that you are not happy with the payment policy on the site, please do note that the total cost of the service is shown at the time of the initial purchase.
Posted 6 years ago
Hi there,
I'm sorry to hear about your frustration with the payment structure. I’d like to clarify that the service involves a two-step process, which includes an Eligibility Check followed by the actual Unlocking Payment. This is standard procedure to ensure compatibility and unlock eligibility before proceeding with the unlocking service. All costs are outlined clearly on the checkout page before the purchase is finalized.
The Eligibility Check is crucial to determine if your phone meets the network criteria necessary for unlocking, and the charge for this service is non-refundable as stated under our terms and conditions, since this service is rendered immediately after payment. If your phone is eligible, the next step would be the Unlocking Payment.
If you've already made the Eligibility Check payment and your device is eligible, I would encourage you to proceed with the Unlocking Payment to complete the process. Our team is committed to providing quality service and we would be happy to guide you through the unlocking steps.
Thank you for your understanding, and we hope to help you successfully unlock your phone. If you have any more questions or need further assistance, please don't hesitate to reach out to our Live Support through your tracking page.
Best regards,
Charlotte
Hi Rodney,
Thank you for reaching out. I’m sorry to hear if you’ve had anything less than an optimal experience with us. I can assure you that providing a reliable service is our top priority, and I'm here to help address any concerns you may have.
I see that your iPhone 6 Plus unlock from the WORLDWIDE NETWORK is in process. It's great news that your unlock is already 99% complete and should be finalized very soon. Delays are occasionally possible as outlined under section 6.2 of our terms and conditions, due to the variable nature of delivery times.
Remember, we offer a 100% Money Back Guarantee as part of our commitment to service quality, as detailed in our terms, should there be any issues that fall under our eligibility for a refund.
Please rest assured that your feedback is valuable to us, and we are committed to turning your experience around. If there's anything specific you'd like to discuss or need assistance with, don't hesitate to let me know!
Best regards,
Charlotte
Good morning Richard, if you can supply me with your IMEI I can look further into this for you, sorry you are unhappy with the service, I would guess that you tried to unlock a stolen/barred device.
Posted 6 years ago
Hello, I'm truly sorry to hear about the troubles you've been experiencing. We aim to provide prompt responses and quality service, so your feedback is very important to us. If there is any confusion regarding the payments, I can confirm that there are typically two separate payments for our services: one for the Eligibility Check and one for the Unlocking Payment.
If your order status is "awaiting payment," it could be indicating that the initial Eligibility Check has been completed, and we are now ready to proceed with the unlocking of your device. Continuing with the process should lead to the completion of your service.
Also, I want to assure you that we are here to support you. Without your specific order details, such as the IMEI number, I'm limited in how I can assist directly. Please use the Live Support feature accessible via your tracking page, and our team will be dedicated to resolving your issue as efficiently as possible.
Your experience is important to us, and we're committed to turning it into a positive one. Please reach out through the suggested channel so we can help you further. Thank you for your patience and understanding.
“After paying for this service and waiting over 90 days still the phone is locked and they won't respond to emails. STAY AWAY FROM THIS PLACE!!!! Any good reviews you read is because they have been paid.
No matter how many reviews you read here the reply from Direct Unlocks is always the same. I am at 17 emails with no reply or resolution.
This is always their reply from Direct Unlocks
If you are having any problems with a purchase please email and the team can help”
Sorry to hear that you are unhappy with the service you have received if you can please let me have your IMEI so I can look into this for you.
Posted 6 years ago
Hello,
I'm really sorry to hear about the frustration you’ve experienced with the unlocking process and the lack of communication you've encountered. I truly understand how important it is for you to get your iPhone 7 Plus unlocked and it's certainly not our intention to leave you without answers.
Regarding the delay, our unlocking times are an estimate based on past orders, and unfortunately, they can sometimes vary. Rest assured, according to our records, your unlock is 99% complete and should be finished very soon.
We have indeed received multiple emails from you, and please know we value your patience and are working to resolve your concerns. Queue times can be longer than usual sometimes, but we aim to get back to you as quickly as we can.
While I see that you're currently awaiting completion of your unlock, I would like to reassure you that should there be an issue that falls under our refund policy, such as a premium service failure, we are committed to making things right in line with those terms.
I would like to make a note of your order details and personally ensure that the team looks into your case as a priority. Could you please provide me with your order number or the email address used during the purchase?
Thanks again for your patience and for bringing this to our attention. We'll do all we can to get this sorted out for you promptly.
Warm regards,
Charlotte
“First, the website made me pay $20 without clearly stating that there will be more charges (Order ID 10984268). Seconds after making that payment, I am asked to pay $37 more with the guarantee that the phone will be unlocked and there will be no further charges. This is clearly a deception.
Second, even when I paid another $37 for unlocking (Order ID 10984274), the service was not delivered. I was told that a special service is required (premium service) and this time again it was mentioned that phone unlock will be guaranteed and there will be no further charges. I had clearly read the terms and conditions, and refund policy and those never said that the phone must not be in-contract. If my phone contract was already over, why would I bother using services like these? I can contact my service provider, and ask them to unlock my cell phone. Also, at that time, I got a message that I should use swappa.com to check my IMEI before ordering premium service
Third, even after paying more $30 (Order ID 10988924) for premium service, the service was still not delivered, giving me the same message that more premium service required. The error message this time was my phone is in a contract and blacklisted, and this time it referenced cleancheck.me website instead of swappa. Why didn't the website mentioned in the first place that people should use cleancheck.me before they start paying the first initial $19? Why didn't the website mention that they will require more and more money at every step and they will never deliver the service?
Please explain how is your service not a scam?”
Hi Peeyush, we have already replied to you previously. The amount is shown at the time of purchase so your review is not correct in that regard. We also cannot be held responsible if you tried to unlock a lost/stolen device.
Posted 6 years ago
Hello there,
Thank you for taking the time to share your concerns. I'm truly sorry to hear about the frustration you've experienced with the unlocking process and the payment structure.
From what you've described, it seems there may have been some confusion regarding the payments and service process. I can assure you that it is not our intention to deceive our customers. As outlined in our terms and conditions, the unlocking process begins once the initial payment has been received. This initial cost covers the Eligibility Check. After this check, if further action is needed to unlock your phone, additional charges apply, which are detailed prior to any payment.
When it comes to phones on contracts or that are blacklisted, these factors can complicate the unlocking process, potentially requiring specialized services. We aim to be transparent throughout the process, but it appears in this situation, the sequence of checks and information provided did not meet your expectations.
It's not a comfortable situation to feel that services promised have not been delivered, and for that, we extend our deepest apologies. We take your feedback seriously as it helps us improve our communication and process. I'd like to assure you that we are not a scam and are committed to resolving any issues you've encountered.
To assist you further and look into the specifics of your orders, I would need the IMEI number of your phone to track the status and understand precisely where things stand. Without this information, or a direct reference, we're unable to address your specific concerns. I would kindly ask you to contact our Live Support through your tracking page and provide the IMEI so we can resolve any issues and provide clarity on the steps taken thus far.
Again, I apologize for any inconvenience you have experienced. Please get in touch with our Live Support, and we will do our best to help you reach a satisfactory resolution.
Best regards,
Charlotte
English