“They took care of unlocking the phone, but they had to use a company in India because the phone could not be unlocked immediately. I had an issue with the company on India because they kept sending me long emails that provided no real information on how to schedule to unlock. It was just a lot of words that didn’t actually mean anything. I had to reach out to ask them multiple times when to schedule it. Even then they didn't understand my questions about scheduling. Finally we got it scheduled. Right after the company in India unlocked my phone, someone tried to make a fraudulent purchase on my debit card. It sounds like it was connected to giving them full access to my laptop where my passwords are saved. But, the phone was properly unlocked.”
Hello Wendy,
Thank you for sharing your experience, and I'm glad to hear that your Samsung Galaxy S21 FE 5G is now successfully unlocked. I understand that the process wasn't as smooth as it could have been, particularly with the communication issues you experienced with our partner company. I want to reassure you that your feedback is incredibly important to us and we're constantly working to improve our service and the experience of our trusted partners.
I'm really sorry to hear about the concern regarding a fraudulent attempt on your debit card following the unlock. Your security is of paramount importance, and I want to ensure you that we take these matters very seriously. Please rest assured that we have stringent privacy policies in place, as outlined in our Privacy Statement (sections 12.1 to 12.5 of the terms and conditions), to safeguard your personal information and we never pass customer details to third parties without consent.
To help prevent any security issues in future, I recommend updating your passwords regularly and perhaps considering a password manager for enhanced safety. As for the unlocking service, we're pleased that the phone is now unlocked, and we hope you can enjoy the freedom of using it with any network.
If you have any more concerns or need further assistance, please don't hesitate to reach out. We're here to help ensure that your experience is positive from beginning to end.
Best regards,
Charlotte
“Unlock took super long and way longer than it should've. Also the time frame for any updates should be quicker and to reassure the buyer.
Unlock was still completed but wasn't done in the estimated time frame that I actually needed the unlock to be done by. Even gave my own personal grace period of couple days after they provided an estimated time of completion.”
Thank you for sharing your feedback, and we sincerely apologize for any inconvenience caused by the delay in completing your unlock. We understand the importance of having an estimated timeline and strive to meet these wherever possible. As stated in our terms, delivery times are guidelines based on previous unlocks and can vary; we endeavor to keep our customers updated on any changes. Rest assured, we are constantly working on improving our service delivery and communication. We appreciate your patience and are glad to hear that your unlock was successfully completed. If there's anything more we can do to assist you or improve your experience, please let us know.
“As for unlocking my Samsung S23 I had a pretty positive experience. They got my phone unlocked even though there was a SIM lock for an alleged unpaid pastdue balance that I am currently diputing with shady-a** ATT. They charged me double 3 months in a row and then refused to refund me or provide a credit and then when I didn't pay my bill on the 4th month due to their promises of refunds that I never saw, and then contacted them again to inquire about the promised refunds and credits I had received over the previous 3 months, they got noticeably angered by my requests, called me a "liar" and became inappropriately aggressive in handling my case - even more so after I provided screen shots and recorded conversations documenting their promises of their mistakes and promises to provide retribution. They then put a SIM lock and immediately closed my account. Needless to say I found it absolutely absurd that they were able to lock my phone and prevent me from using a device that I had purchased from them and had PAID IN FULL for. So I am INCREDIBLY gracious to Directunlocks for providing the unlock service that they did and that they were actually able to unlock my device so that I could continue to use my own personal property (with another mobile service provider of course). However, I attempted to use their services with my husbands iphone which was associated with TMobile and it failed horribly. And instead of DirectUnlocks just telling me initially after I paid the initial device assessment fee to see if the device would be qualified to undergo the unlocking services or that they could successfully unlock the device, they continued to ask for more money, giving different justifications for why they needed more money from me, and failed to provide the additional services associated to their claims/requests for more money. The phone is STILL not unlocked and they refuse to refund the money I have fed them in return for the promises of unlocking the device. It has been an absolute nightmare”
Dear Lindsay,
Thank you so much for your feedback and I'm thrilled to hear about the successful unlocking of your Samsung S23! It’s great to know that you can now enjoy the freedom of using your device with the carrier of your choice.
I'm truly sorry to hear about the difficulties you’ve encountered with your husband’s iPhone. It’s important to note that with iPhones, the unlocking process can be a bit more complex due to varying network restrictions. As outlined in our refund policy, if the Premium Service fails to unlock an iPhone, you are entitled to both a Standard and Premium service refund.
As your Samsung S23 is now unlocked, for the iPhone issue, could you please confirm that all steps were followed according to the instructions provided? It’s crucial that we verify this so we can assist you further.
It also sounds like there might be some misunderstanding regarding the service charges. Our process requires an Eligibility Check first, followed then by an Unlocking Payment as stated on the checkout page. Despite the frustrations you’ve faced, we remain committed to assisting you in resolving the matter without further charges where possible.
Please reach back out to our support team if you need further clarification or assistance with your husband's iPhone case, and we’ll do our best to find a satisfactory resolution.
Warm regards,
Charlotte
Posted 2 years ago
Hi — I’m Charlotte. Thanks for the detailed feedback and I’m really glad your Samsung S23 is unlocked (your order shows “Unlock Complete”). For your Samsung, please follow the non-iPhone instructions: "Non-iPhones: entering the unlocking codes provided in accordance with the email instructions;" — your codes are NCK=5382720504268151 MCK=3615806095964148 RGK=00000000 ERGK=00000000. Try an incompatible SIM and enter the NCK when prompted.
I’m sorry about the awful experience with AT&T and the trouble with your husband’s T‑Mobile iPhone — that sounds very stressful. A couple of points from our terms that explain why things went the way they did:
- "Eligibility Check: These checks are non-refundable." (we can’t refund the initial assessment)
- "Standard Services which fail and which are not upgraded to Premium Service will be issued with a credit note only"
- "If the iPhone doesn't meet certain criteria... a Premium Service may be required... This will be shown in their status."
If you’d like, reply with the order number or the email used for the T‑Mobile iPhone order and I’ll review that case right away and confirm whether a credit note applies or if Premium Service is required. Also let me know if your S23 is fully working with the new carrier.
“I don’t like leaving bad reviews. (Honestly)
But there are other companies that handle this process much much better. (That’s just the truth.)
No hard feelings, but I am out of $30 at no fault of my own. I understand the policy (Cancellation Rights...pre-orders and checking costs cannot be refunded because costs are incurred and checks begin immediately upon placing your order. By clicking Credit/Debit Payment you wish for the order to be commenced immediately)
But the model as a whole is VERY misleading. I’m biting the loss, but it is what it is. I went to The Unlocking Company and everything was handled (successfully) same day, with extra attention on updates/progress throughout the entire process. (I was told by Direct Unlocks, after my card was charged by the way, that it could take up to two weeks to hear back…)
Please take my review seriously. Spend your money elsewhere. I’m sure they are decent people at Direct Unlocks, but their model is sub-par at best. To me, it seems like a cop-out to blame it on the “carrier” when another competitor of theirs was able to complete my request same day.
Again, I am not trying to come off as brutal, I’m just giving the full details of my experience with Direct Unlocks.
Brian,”
Hello Brian,
Thank you for taking the time to leave your feedback. I'm sorry to hear that your experience with us didn't meet your expectations. It's certainly important for us that all our customers leave with a positive impression, so I truly appreciate your honest review.
I understand you've found the process to be misleading, and that is concerning to us. We strive to provide transparent information at every step, including our costs and the time frames, which are outlined on our website and during the checkout process. The time it takes to unlock a phone can vary due to a number of factors that are often outside of our direct control, such as the specifics of the carrier's unlocking criteria and processing times.
While I'm glad to hear that you were able to have your phone unlocked on the same day with another service, this can sometimes be the case depending on the unique situation with each unlock request.
Your mention of the model being misleading is something we will take on board and look into, as it's our aim for every aspect of our service to be as clear and straightforward as possible for our customers.
Since I don't have your IMEI or order reference, I'm unable to review your specific order details right now. However, I want to ensure we do everything possible to make things right for you within our policy guidelines, so I'd encourage you to use the Live Support on your tracking page. Our team would be more than willing to assist you further and address any concerns you may have.
Thank you again for your feedback, Brian. It's important to us, as it helps us improve our service.
Kind regards,
Charlotte
“This has been going on now since 10th January this year that’s four months that’s not good enough, no one should have to wait that long for a service to unlock a phone, I would like a full refund as you aren’t providing a service for me I’m not getting what I’ve paid for.
This is bad costumer service, I’m not saying you’re ripping me off but it’s starting to feel like it, I’m sorry but that’s how I’m feeling about this situation.”
Hello Wayne,
Thank you for reaching out, and I completely understand your concern regarding the time it has taken to unlock your iPhone SE 2020. I assure you that our intention is to provide you with the service you've paid for, and I'm sorry to hear that the process has not met your expectations.
As of now, it seems that you have paid for the Eligibility Check which is £4.00, and the next step is to proceed with the Unlocking Payment. According to the information provided, if your phone passes the eligibility criteria, this payment will enable us to move forward with the unlocking process. I want to reassure you that the costs are outlined clearly on the checkout page before purchase, ensuring transparency in our service.
I'd like to encourage you to proceed with the unlocking process, as the additional payment would allow us to potentially complete the service. As per our terms, the Eligibility Check fee is non-refundable as we've already provided that service (7.3 of the terms and conditions). Additionally, it is understood from our refund policy that should the unlocking attempt ultimately not succeed due to falling within eligible scenarios, you will be refunded (7.9 of the terms and conditions).
We truly value your business and are here to support you through this process. I'm confident that once complete, you will be satisfied with the freedom an unlocked phone provides.
Thank you for your patience and understanding, Wayne. We're looking forward to resolving this for you.
Best regards,
Charlotte
English