“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.
Hi Jason,
Thank you for taking the time to leave a review. We're pleased to hear that you find our iPhone unlocking service trustworthy. We understand concerns about cost and want to assure you that our prices reflect the quality and reliability of our service, including the eligibility check and the actual unlocking process.
Remember, unlocking your iPhone 6 Plus from Softbank Japan is an investment in your device's versatility, allowing you to switch carriers and potentially save on future network costs.
If there's anything more we can do to assist you or improve your experience, please let us know. We value your business and are here to help.
Best regards,
Charlotte
Hi Lile
Thanks for your review of our service, we are glad to hear that your phone is now unlocked.
Posted 5 years ago
Thank you for the feedback, Ilie! We're thrilled to hear you're pleased with our speedy and high-quality service. If there's anything more we can do to help or if you have further questions about your Samsung Galaxy S9+ unlock, don't hesitate to reach out. Enjoy your newly unlocked device!
Hello G Volo,
Thank you for taking the time to leave your feedback. We're delighted to hear that you find our service useful and reliable. If there's anything more we can do to assist you or enhance your experience, please don't hesitate to reach out.
Best regards,
Charlotte
Hello Paul,
Thank you for your feedback! We’re thrilled to hear that your unlock for the Samsung Galaxy A5 (2017) on Vodafone UK was completed on time. If there’s anything more we can do to assist you or enhance your experience, please let us know. Enjoy the freedom with your device!
Best regards,
Charlotte
Hello Nicholas,
Thank you for taking the time to share your experience with us. I'm delighted to hear that while the unlocking process took a bit longer than expected, you still had a good overall experience. Delays can sometimes occur due to the variable nature of the unlocking process as outlined in our terms, but we aim to keep you informed every step of the way.
We appreciate your patience and are glad to have assisted you in unlocking your iPhone 11 from Verizon USA. Should you require any further assistance or have any questions, please don't hesitate to reach out. We're here to help ensure that your device works seamlessly with the network of your choice.
Warm regards,
Charlotte
Hello Khurram Hussain,
Thank you for your review. I understand that the total cost differs from the initial advertised price for the eligibility check. Our service includes a two-step payment process for unlocking phones, which involves an Eligibility Check and then an Unlocking Payment.
From what you've mentioned, it looks like you've paid $19.99 for the Eligibility Check and an additional $41.00 for the Standard Unlock service to unlock your Samsung Galaxy S8 from AT&T USA. We always ensure all costs are clearly outlined on the checkout page before you proceed with any purchase.
If your Samsung Galaxy S8 has already been successfully unlocked, as indicated by your order status "Unlock Complete", I invite you to enjoy the newfound freedom of using your device with different networks.
Should you have any more questions or need further assistance, please don't hesitate to reach out.
Kind regards,
Charlotte
Thank you for your positive feedback! We're thrilled to hear that your unlocking process was swift and that our tutorials were helpful. If you have any more questions or need further assistance, feel free to reach out. Enjoy your unlocked Samsung Galaxy S8!
Thank you for reaching out to us with your concerns about the unlocking process for your Samsung Galaxy S8. I understand it can be frustrating when things don't go as expected.
Since your order status is "Unlock Complete," it indicates that the unlock for your phone has been processed. If your handset isn't prompting for an unlocking code when you insert a non-EE SIM card, it suggests that a Remote USB Unlock service will be necessary for your device.
I appreciate this isn't the solution you were hoping for, and it does involve an additional fee. However, this service is tailored specifically for Samsung phones like yours, where unlocking codes are either not available or suitable. We strive for a seamless unlocking experience, and our team is here to guide you every step of the way.
We would be glad to assist you with the Remote USB Unlock service, ensuring your Samsung Galaxy S8 is unlocked for use with other networks. Please visit the website and proceed with the necessary additional payment to avail of this service.
If you have any other questions or need further assistance, please don't hesitate to let us know. We're here to help make sure you're fully satisfied with our services.
Dear Rossi Enrico,
Thank you for choosing us to unlock your Samsung S3 from the Virgin UK network. We're delighted to confirm that the status of your order is "Unlock Complete." This means you should now be able to use your device with other compatible networks!
We've noted your payments of £14.99 for the Eligibility Check and £19.40 for the Standard Unlock. It's great to see you've made it through the process, and we're happy to have been able to assist you in unlocking your device.
Should you have any questions on how to use your newly unlocked phone or if you need further assistance, please don't hesitate to get in touch. We're here to help make sure you have a positive experience with your unlocked phone.
Best regards,
Charlotte at Direct Unlocks
Dear Blessing Njovu,
Thank you so much for your review! We're thrilled to hear about your excellent experience regarding the accuracy of our services in unlocking your iPhone 5C from O2 UK. We hope you're now enjoying the freedom of using your device with any network of your choice.
If there's anything else we can assist you with, don't hesitate to reach out. We're here to ensure your satisfaction every step of the way!
Warm regards,
Charlotte
Dear C A Smith,
Thank you for sharing your feedback. We are glad to hear that your unlock is complete! We understand there can be concerns about additional fees, but I'd like to reassure you that all costs are outlined clearly at the checkout stage.
Since your iPhone 7 from EE UK is now unlocked, you're free to enjoy the benefits of using any network. We strive for transparency and customer satisfaction, so all service details, including the Eligibility Check and the Standard Unlock payments which you've completed, are always disclosed upfront.
Should you have any more queries or require further assistance, don't hesitate to get in touch. We're here to ensure you have a positive experience with your unlocked device!
Warm regards,
Charlotte
“I ordered the service to have my phone unlocked from a network to which it was locked, and I was so busy working I had actually forgotten that I had ordered the service I was on the road one day and I got a message that the phone was now opened ....I was pleasantly surprised...
Thanks Guys”
Hello!
We're thrilled to hear about your positive experience and that the unlock process was such a smooth and surprising success for you. If you ever need our services again in the future or have any further questions, don't hesitate to reach out. Happy travels with your newly unlocked phone!
Best regards,
Charlotte
Hi Ann Mongans,
Thank you for your feedback on our service. I'm glad to hear that you found our service good. I understand your concern about the cost, and I appreciate you bringing this up.
Just to clarify, the initial payment you made was for the Eligibility Check (£17.99) to ensure that your Samsung S8+ could be unlocked. After that, the Standard Unlocking payment (£19.40) was indeed for the actual unlocking service. This two-step process is a part of our unlocking procedure, as clearly outlined on our website before finalizing the purchase.
Since your order status is "Unlock Complete," it looks like your device should now be unlocked. If, however, your phone isn’t asking for an unlocking code or if the provided codes aren’t working, we may need to perform a Remote USB Unlock. We're here to assist you through this process to make sure you have a functional unlocked phone.
We strive for your complete satisfaction and would love the opportunity to make things right. If you need further assistance or if there's anything specific you're unhappy with, please let us know, and we will do our best to help.
Best regards,
Charlotte
Dear Amanda Taylor,
We're absolutely thrilled to hear that you had a great experience with our service! Thank you for choosing Direct Unlocks and for taking the time to share your positive feedback. It’s fantastic to know you are happy with our work.
If you ever need assistance in the future or have any questions, we're always here to help. Have a wonderful time enjoying your unlocked Samsung Galaxy S9+!
Warm regards,
Charlotte
“Was told one price then had to pay other price aswell which together came to around £40...but the code work the phone is unlocked so all good in the end ...code was sent within 24 hours”
Hello Robert,
We're pleased to hear that your Samsung Galaxy S7 was successfully unlocked and the code was delivered promptly within 24 hours. We understand the initial surprise regarding the two separate payments. As outlined on our checkout page, the Eligibility Check and the Unlocking Payment are indeed separate costs required for our comprehensive unlocking process. We appreciate your understanding, and if you require any further assistance or clarification, please don't hesitate to reach out. Enjoy your newly unlocked phone!
Warm regards,
Charlotte
“They absolutely delivered the unlock within a week. I’m happy with the results.
What I did not like is the enticement of 19.99 and me not knowing how much a service like this costs I jump on it, then I get an email oh that’ll be another 120.00 thanks for your preorder please pay. Then I pay that. And they say it may be even more money For any other reason. Ultimately it all together was 140 bucks but I was taken aback by this scheme. Upsetting and yet overall my device is unlocked and I am grateful.”
Hello there,
Thank you for taking the time to share your feedback with us. It's great to hear that your device was successfully unlocked within the timeframe we provided. We understand that our pricing structure, with the initial Eligibility Check followed by the Unlocking Payment, came as a bit of a surprise to you. We do our best to be upfront with all potential costs, and we apologize if the process was not as clear as we intended it to be.
We're focused on providing clear, transparent information as outlined on our checkout page, including all the services you initially paid for—the $19.99 for your Eligibility Check, and the subsequent $123.00 for the Standard Unlock for your Apple iPad. We aim to avoid any unexpected surprises by informing our customers that, while generally the initial payments cover the complete service, there may be additional costs in certain circumstances.
We're glad to know that your device is now unlocked, and we hope this convenience brings greater utility and enjoyment in using your iPad. If there is anything specific we can assist you with, or if you require further clarification on the process, please do not hesitate to reach out.
Warm regards,
Charlotte
