“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
“After paid 140€ and 3weeks of waiting to unlock an iPhone xs mas they disappeared without giving me the service, refund and not even answering the emails. Really disappointed”
Sorry to read this review, if you can let me have the order IMEI I can look into this for you.
Posted 6 years ago
Dear valued customer,
We sincerely apologize for any inconvenience you've experienced during the unlocking process of your iPhone XS Max. We understand that waiting for a service can be frustrating and we are here to ensure that your concerns are addressed.
As you've already paid for both the Eligibility Check and the Standard Unlock, we encourage you to check your status page as it may provide details on any further actions needed to complete the process. Sometimes, iPhones require a Premium Service if certain criteria are not met – this would be clearly shown in your status.
We want to reassure you that we are committed to providing the service you have paid for, and our support team is working to resolve any outstanding issues with your order. Please rest assured, we are here to assist you and we aim to provide a positive resolution.
We'd kindly ask you to check your spam or junk folder, as our emails can sometimes be misdirected there. If there is still no response, please reach out to us again through our contact form on the website for a swift follow-up on your order.
Thank you for your patience and understanding.
Best regards,
Charlotte
“I told you that on March 12, I contracted with this company the unlocking services and I have more than 120 days waiting for a solution. I write to them and they do not answer my mail for the return of my money. is a gotcha.”
Hi Edgar, sorry to hear that this was not resolved, if you can let me have your IMEI I can look deeper into this order for you.
Posted 6 years ago
Hello,
I'm truly sorry to hear about the extended wait time and the communication issues you've experienced. I would like to help resolve this as swiftly as possible. For us to be able to assist you effectively, could you please provide your IMEI number? This will allow us to look up your order and assess the current status.
We strive to adhere to the service delivery times outlined in our terms and conditions, but delivery times can vary due to a number of factors.
To ensure your concern is addressed promptly, I kindly request that you use the Live Support feature on your tracking page. Our team will be able to access your order details directly and provide you with the assistance you need.
We value your business and would like to make sure you have a positive experience moving forward.
Kind regards,
Charlotte
“Scammers. Had the same experience as the other reviewers on this site. Try to reverse the payment by contacting the bank. Avoid at all costs, do not pay the second amount. Wish I had seen the reviews first!”
Hello,
I'm truly sorry to hear that your experience with our service hasn't met your expectations. I understand the concern about multiple payments, and I want to assure you that all costs are indeed outlined on the checkout page before the purchase is confirmed. This includes the Eligibility Check and the subsequent Unlocking Payment, which are both necessary steps in the process.
Please keep in mind that the Eligibility Check is an essential part of ensuring that your phone can be unlocked, and the Unlocking Payment is the final step in the process. If your status is at the 'awaiting payment' stage, completing this step will allow us to proceed with the unlocking of your phone.
We strive to make the process as transparent and straightforward as possible, and we're here to support you through each step. If you need any clarification or assistance with your order, we would be happy to help. However, without your IMEI number, we cannot address your specific concerns. To help us resolve this issue efficiently, please use the Live Support feature on your tracking page and provide your IMEI so we can assist you further.
Your satisfaction is very important to us, and we hope to have the opportunity to turn your experience around.
Kind regards,
Charlotte
Hi Belinda, did you ever get this resolved in the end? If not id you let me have your IMEI number I can ensure that its been taken care of for you.
Posted 6 years ago
Hello there,
Thank you for reaching out and I'm sorry to hear about the difficulties you've been experiencing. I understand that waiting for a service to be completed can be frustrating.
Based on the information you've provided, it seems your order was placed for an Eligibility Check, and the Unlocking Payment is pending. If your order is still within the delivery times stated in our terms, I would encourage you to continue with the unlocking payment to complete the process for your Samsung Galaxy S4 CDMA.
However, if there have been any unforeseen delays or if you believe that there's been an issue with our service, we'd be keen to look into this matter for you to ensure your concerns are addressed. While refunds for Eligibility Checks are not typically provided, as per the Refund Policy, we do take the satisfaction of our customers seriously and would like to help get your phone unlocked as swiftly as possible.
Please respond with your order details or contact our customer service team through the official channels so we can examine the current status of your unlock and assist you further.
Warm regards,
Charlotte
Posted 1 year ago
Hello there,
Thank you for reaching out and I'm sorry to hear about the difficulties you've been experiencing. I understand that waiting for a service to be completed can be frustrating.
Based on the information you've provided, it seems your order was placed for an Eligibility Check, and the Unlocking Payment is pending. If your order is still within the delivery times stated in our terms, I would encourage you to continue with the unlocking payment to complete the process for your Samsung Galaxy S4 CDMA.
However, if there have been any unforeseen delays or if you believe that there's been an issue with our service, we'd be keen to look into this matter for you to ensure your concerns are addressed. While refunds for Eligibility Checks are not typically provided, as per the Refund Policy, we do take the satisfaction of our customers seriously and would like to help get your phone unlocked as swiftly as possible.
Please respond with your order details or contact our customer service team through the official channels so we can examine the current status of your unlock and assist you further.
Warm regards,
Charlotte
“Fraudulent company. They advertise a price of $19.99 and then demand $38 as a "Final Payment". Plus they likely use the same AT&T automated unlock that is free.”
Thank you for sharing your concerns, and I'm genuinely sorry to hear that the payment structure was not as clear as it should have been. I'd like to clarify that the initial payment you made covers the Eligibility Check, which is necessary to ensure that your phone can be unlocked using our service. This step is essential to prevent any attempt to unlock phones that do not meet network criteria, are blacklisted, or have other issues that could prevent a successful unlock.
Once the Eligibility Check is completed and confirms that your phone can be unlocked, the Final Payment is required for the actual Unlocking Service. I assure you that all costs are outlined on the checkout page before you make any purchase, so customers have all the information they need prior to deciding to proceed.
As for your concerns regarding the use of AT&T's automated unlock system, our service offers additional support and a comprehensive unlocking solution that may not be available through the free options. Plus, our methods are fully legal and compliant with industry standards.
If your order status is currently awaiting the Final Payment and you wish to proceed with unlocking your phone, I encourage you to do so in order to benefit from our services. If there's anything more I can do to assist you or provide further clarification, please don't hesitate to let me know. Your satisfaction is our priority, and we'd love the opportunity to turn your experience into a positive one.
“Terrible company avoid at all costs.
I purchased an unlock for an s7 which was locked to Vodafone (purchased this as I needed the unlock faster than Vodafone could do it after submitting the IMEI details you then go to a pre check to see if the IMEI can be unlocked this is charged and then after you pay you then get another email saying the device can be unlocked and there is then a second fee to pay. Even though these details are well hidden it is stated on the site so not an issue if they had actually unlocked the phone 2 days later I get an email saying the device could not be unlocked to being locked into contract and I would need to pay even more to get it unlocked. But to their credit they did offer a credit note to use on another device (which I tried unsuccessfully 3 times) now I know the last devices I tried was defiantly no longer in contract and even checked them on the check website prior to starting the process and at this point it showed as clean. After the process failed the device shows as bad on the site so I believe it’s the unlocking process its self-causing the issue. I contacted direct unlocks with my issue stating I now require a refund rather than credit as they are unable to provide the service I have paid for after giving plenty of time to respond I have not had a single reply. I am now starting the process of leaving negative feedback about this company on all media platforms as well as reporting the company to trading standards and taking legal action to recover my refund. I hope others read this review and don’t get caught out”
Sorry to read this review, I would just like to point out however that the total cost of the service is indicated at the time of purchase, with that said if you can please let me have your IMEI number I will look into this order and ensure that the device has been unlocked.
Posted 6 years ago
Hello,
I'm sorry to hear about the difficulties you've experienced with your unlock attempt for your Samsung S7. It seems there has been a bit of frustration with the multiple payment steps you've encountered. Our process does include an eligibility check followed by an unlocking payment, and I apologize for any inconvenience if this was not clear from the start.
Regarding the challenges with unlocking your phone due to it being locked into a contract, I understand how this can be disappointing. As per our terms, if we can't unlock your phone that meets the network criteria, you should be eligible for a refund as detailed in our Refund Policy.
If you've faced issues with additional devices that have been marked bad after our process, this certainly requires further investigation. The unlocking service should not adversely affect the device status, and we would like to look into this for you.
Your feedback is valuable, and we aim to ensure that our services are successful and satisfactory for our customers. I encourage you to get in touch with us via Live Support with your IMEI and any order reference numbers you have so we can address your concerns directly and thoroughly. Without the IMEI, we're unfortunately limited in how we can assist with specific order details.
Please give us the opportunity to make this right. Contacting our support team will allow us to work with you and find an appropriate resolution. We appreciate your patience and look forward to assisting you further.
Best regards,
Charlotte
“I feel that I have been misold an unlocking service. The way the product is soild by www.directunlicks.co.uk is deceiving. It makes it appear that the service is a one payment option, where in fact they hit you with a rerquired second charge to complete the service. If I would have clesrly seen this second charge I would not have used their service as there are much cheaper options. As a result, I did not proceed with the second payment and no refund is apparently possible. So they can practice like this and rack up money for basically no effort and conning people.”
Hello J A HAY,
Thank you for bringing your concerns to our attention and I'm sorry to hear you've had an experience that didn't meet your expectations. I understand your frustration regarding the payment structure for our unlocking service, and I’d like to clarify the process so we can help resolve any confusion.
At Direct Unlocks, our unlocking service is a two-step process for iPhones, which includes an initial Eligibility Check and then the Unlocking Payment. The Eligibility Check ensures that your iPhone 7 Plus from O2 UK can be unlocked and prepares it for the actual unlock procedure. This charge was clearly outlined on the checkout page before you confirmed your purchase.
While I understand you've paid for the Eligibility Check and feel hesitant to proceed due to a subsequent unlocking payment, this is a necessary step to complete the unlock process. Additionally, as stated in our terms and conditions, the Eligibility Check is non-refundable as service has already been provided for that aspect of the process.
I assure you that there is no intention to mislead; we strive for transparency with all our customers. I encourage you to continue with the unlocking process, as paying for the complete service will allow you to use your iPhone on any network, adding value to your device and giving you the freedom to choose your service provider.
If you have any further concerns or require assistance with the unlocking payment, please let us know. We're here to ensure that your experience with us is positive, despite the initial misunderstanding.
Thank you for your patience and understanding.
Best regards,
Charlotte
“PROCEED WITH CAUTION - you are dealing with a trader with many complaints against it.
The site will advertise unlocks "from" £12.99 then they send you an email saying it's ready but you must pay a further fee, anything from £30 to £60 to complete the unlock. Complaints have been upheld by the Advertising Standard Authority for this trader. A refund is very unlikely as they do not respond to complaints or queries.”
Good afternoon, thanks for your review, however, can we just point out that the total cost of the unlock is clearly shown at the time of purchase. If you can let me have the IMEI number I can look further into this order for you.
Posted 6 years ago
Hello,
Thank you for taking the time to share your concerns with us. We aim to ensure a transparent and satisfactory experience for all our customers and regret any confusion that may have occurred during your transaction.
Our service involves two distinct stages for unlocking phones - an initial Eligibility Check followed by the actual Unlocking Payment. The cost for each part of the service is clearly outlined on the checkout page before any purchase is made.
If you have received an email notification stating that your phone is ready for the next step of unlocking, this indicates that the Eligibility Check has been completed successfully, and your phone is eligible for unlocking. The additional payment mentioned is for the actual unlocking service, which is separate from the initial eligibility assessment.
We understand seeing unexpected costs can be frustrating, but we assure you that our pricing and process are detailed on our website to prevent any surprises. If your status is "awaiting payment," this means that the service can be completed once the final payment is made.
Should you have any further doubts or decide to proceed with the unlocking, please refer to the Live Support available on your tracking page. Our support team would be more than happy to guide you through the process or offer any assistance needed.
We appreciate the opportunity to clarify the situation and help you towards a more positive experience with our service.
Warm regards,
Charlotte
“I'm one of the victim. After they got my full payments, sending many questions on their email but all of them got no replies, NOW THEY OFFER another Icloud Premium Service. A BIG NO!!! Experienced the same things as yours. SO BEWARE with DirectUnlocks. Take these as a serious warning.”
Sorry to hear that you didn't have a response to your emails if you can please let me have the order IMEI number I can look further into this for you.
Posted 6 years ago
Hello there,
I'm really sorry to hear about your experience with Direct Unlocks. It's certainly not the level of service we strive for. The iCloud Premium Service offered is a separate service specifically for removing iCloud activation locks. However, if you have concerns about proceeding and aren't satisfied with the communication so far, we'd love the chance to make things right.
We understand your frustrations and would like to ensure your concerns are addressed promptly. Could you please provide us with your IMEI so we can look into your order details and assist you more accurately? If you're not comfortable sharing that publicly or need more immediate assistance, we encourage you to make use of the Live Support feature on your tracking page for real-time help.
Thank you for your feedback, and we hope to get the chance to resolve this issue for you.
Best regards,
Charlotte
“They have an Advertising Standards Authority ruling Against them!
They (Direct Unlocks or AppleiPhoneUnlocks - same firm) claim to unlock in 24 hours from £14.99. They charge £17.99 and after 24 hours ask for another £32 which they say was made clear earlier. That's not true and I have the screenshots to prove it! I had to send good money after bad as I was away and needed the unlock. So it costs 3 times their advertised price and takes at least 3 times as long.
Why they can still trade with an ASA ruling (25/07/18) against them I don't know. Here's the ruling: https://www.asa.org.uk/rulings/direct-unlocks-a18-447541.html”
Hi Trevor, the websites show the total cost of the unlock, sorry to hear that you missed it the first time around, if you need anymore unlocks further down the line just let us know and we can set up a discount for you.
Posted 6 years ago
Hello,
Thank you for taking the time to share your feedback. We always aim for transparency in our unlocking process, which includes clear communication about costs involved at every step. All prices and potential additional charges for various types of services are outlined on the checkout page before purchase is confirmed, including the Eligibility Check and the subsequent Unlocking Payment.
To fully understand and assist with your concerns, we'd need the IMEI number associated with your order. Without this, it's tricky to address the specific details of your situation. Please use the Live Support feature on your tracking page so we can help you more directly.
Regarding the ASA ruling you mentioned, we take such matters seriously and continually strive to improve our advertising clarity and processes. For a more detailed discussion about your concerns or any discrepancies in our advertised time frames and costs, we invite you to reach out to us through official channels.
We remain committed to providing efficient service and hope to resolve any issues to your satisfaction.
Best regards,
Charlotte
“Unscrupulous Company-AVOID
I hope enough honest reviews will prevent other users from falling into the trap of an unscrupulous company. I have now spent over $100 on a "premium unlock" for an ipad. Order submitted on Jan.31 and promised an unlock in 1-month (option of $10 more for expedited service). See today's date. 3 follow up emails sent and no reply. Frustrated, Angry, and Disappointed.”
Hello there,
I'm truly sorry to hear about the frustration and disappointment you've been experiencing with the unlock process for your iPad. Our goal is always to provide efficient and effective service, and it seems we've fallen short in your case. Although the unlock timeframe is given as a guideline and not a guarantee, as stated in section 1.1 and 6.1 of our terms and conditions, we understand how important clear communication is during this process.
I’d like to help rectify this situation. While I cannot offer a refund as our services were provided, let's work together to resolve this issue. To assist you further, I would need the order number or the IMEI of your device so that I can look into your order status. Once we have that information, we’ll do our best to expedite your unlock request and keep you updated every step of the way.
We value your business and are committed to turning your experience around. Please reach out to our Live Support through your tracking page with your IMEI or order reference, and they will prioritize your case.
Warm regards,
Charlotte
Hi Ronald,
Thank you for taking the time to reach out with your concerns. I understand you're looking to unlock your Samsung S8+ from T-Mobile USA but might be hesitant about the multiple payments.
I'm here to help clarify things for you. You have currently paid $17.99 for the Eligibility Check on your device. This step ensures that your phone is eligible for the unlocking process. Now that your Eligibility Check is complete, the next step is to make the Unlocking Payment, as outlined during your checkout experience.
Since your Samsung S8+ doesn’t ask for an unlocking code with a non-T-Mobile SIM card, you'll require a Remote USB Unlock. This service is an additional step to help fully unlock your device. Although it does come at an additional fee, it's an essential part of the process for phones like yours that do not prompt for an unlocking code.
We're committed to providing a smooth and successful unlock process for your phone and hope you'll continue with us. If there's anything else you need or any other questions you have, we're here to assist.
Warm regards,
Charlotte
“Worse company ever!!! Please stay away from them, they say it’s only £14.99 for your phone to be unlocked and takes 24 hours but then they surprise you with an additional fee, which mine was £65!!!! Then we you ask for a refund they blank you, and then say your being rude. IF I WAS YOU STAY AWAY AND DO YOUR RESEARCH FIRST!!!”
Hi Amy, sorry that you are unhappy with the service, I would just like to point out that the total cost of the unlock is mentioned at the time of purchase. We can look at offering you a discount if you wish to purchase a service again in the future.
Posted 6 years ago
Hi A Robinson,
I'm sorry to hear about your dissatisfaction. It seems there's been some confusion regarding the unlocking process and the associated costs. Our service includes an Eligibility Check, which you've paid for, and if eligible, a separate fee for the Unlocking Payment.
All the costs are outlined on the checkout page before purchase, ensuring full transparency. Your iPhone 7 Plus from Vodafone UK has passed the Eligibility Check, and the next step is to proceed with the Unlocking Payment to complete the process.
Continuing with the unlock would certainly resolve your issue and allow you to use your iPhone with other networks. We're here to ensure a smooth and successful unlock for your device and would like to help you see this through.
Thank you for reaching out, and we look forward to assisting you further.
Best regards,
Charlotte
“They want 19.99$ for unlocking a Samsung note 3.
Nowhere on the website is a statement for a "two-stage" payment! After two days of silence, I wrote two emails asking for a time frame. Now I got an answer from a person called Luke, saying he is going through the "ordering process", and I would have to chose the "any network service", which means another 42$.
This is totally unacceptable.”
Hello there,
Thank you for reaching out and expressing your concerns. I’m sorry to hear about the confusion regarding the payment process for your Samsung Note 3 unlock. Our aim is to maintain transparency, and I apologize if this has not been clear enough.
Just to clarify, the initial payment you made includes an Eligibility Check to ensure that your phone can be unlocked and is not blacklisted or has other issues that would prevent the unlocking process. After this check, the actual Unlocking Service is a separate stage which incurs an additional fee, as outlined on the checkout page when you began the process.
I understand that unexpected additional costs can be frustrating, but these two stages are necessary to provide a thorough and successful unlock for your device. Luke's assistance is part of ensuring that your device is eligible and proceeding with the correct service.
If your order status is still awaiting payment, I'd encourage you to proceed with the unlocking process, as completing this service will enable you to use your phone on any network. This additional step is crucial for a successful unlock.
For any further assistance, please use the Live Support feature on your tracking page, and our team will be more than happy to help you through the process and answer any more questions you may have. And please provide your IMEI number in future correspondence, as it is essential for us to accurately track and address your specific order concerns.
Warm regards,
Charlotte
Hello Lee Davidson,
I'm sorry to hear that you're unhappy with our service. I'd like to assure you that it is never our intention to mislead our customers. Our advertising aims to provide clear information about the unlocking process, and we do state in our terms that the delivery times are guidelines and not guarantees due to the variable nature of the process (see section 6.1 and 6.2 of our terms and conditions).
I'm pleased to inform you that the status of your order for unlocking your iPhone 7 from O2 UK is "Unlock Complete." This suggests that the service has been successfully rendered as per your request. If you are experiencing any issues with your phone after the unlock process, I am here to assist you in troubleshooting the problem. Our team strives to ensure that every customer is satisfied with their unlocking experience.
If you need any further assistance or have questions regarding how to complete the unlocking on your device, please do not hesitate to contact us.
Best regards,
Charlotte
“They advertise an unlocking service for $17.99 specifically for my phone model and carrier. After I paid that, they wrote me saying that they have contacted my carrier with the details of my specific device, who told them that my device was indeed eligible. However, they asked for an additional $42 to unlock it (and no refund possible for the $17.99). I paid the additional amount, and a few days later they wrote me saying that they were not able to unlock the phone, and they would only refund the money if I sent them proof of purchase for my device. After I sent the proof of purchase, they replied that they will not reimburse the money, but only offer credit towards another unlock (which we already know does not work anyway).”
Hello,
Thank you for sharing your experience with us, and I’m sorry to hear that it was not as smooth as expected. I understand it can be frustrating when additional costs are incurred and the service does not meet your expectations.
As outlined in our terms, the initial charge you paid covered the Eligibility Check to ensure your device could be unlocked (7.3). Following that, the additional payment was for the unlocking service itself. Our policy states that if our unlocking service fails, we offer a refund for the Premium Service payments (7.9).
It sounds like there may have been some confusion regarding the proof of purchase requirement, and I apologize for any inconvenience this may have caused. This is not standard procedure for our refund process once an unlock fails after attempting Premium Service.
To better assist you, and if you haven't done so already, please use the Live Support feature on your tracking page with your IMEI number handy. This way, we can specifically address your order details and work towards a satisfactory resolution.
Thank you for your patience, and I look forward to helping you resolve this matter.
Best regards,
Charlotte
“Seems they half bake everything and that the answer is to pay for the premium unlock fee. Don't have a good feeling with the approach and lack of clarity about the service. Look elsewhere, but beware.”
Hello Robert,
Thank you for sharing your concerns with us. I’m here to clarify any confusion and ensure you have all the information you need moving forward.
Regarding your experience, I understand the frustration that can come from an unlocking process that requires an additional payment for the Premium Service. As outlined on our checkout page and as reflected in your order status, an Eligibility Check is first required for all phones, which you have completed with a $14.00 payment for the Standard Unlock.
Your iPhone 6S's current status is "Awaiting Payment for Premium Service", which suggests that the Standard Unlock was not sufficient to unlock your device from the AT&T USA network—possibly due to criteria that were not met. The Premium Service is in place to handle more complex unlocking scenarios that the Standard Service cannot address.
I assure you that all costs are upfront and transparent, and our goal is always to successfully unlock your device. I invite you to proceed with the Premium Service to complete the unlocking process, and rest assured that if for any reason the Premium Service fails, according to our Refund Policy, "Premium Services which fail - both your Standard and Premium payments will be fully refunded."
We value your business and are committed to providing a clear and successful unlocking journey. If you have any further questions or need more assistance, please don't hesitate to reach out.
Warm regards,
Charlotte
Posted 1 year ago
Hello Robert,
Thank you for sharing your concerns with us. I’m here to clarify any confusion and ensure you have all the information you need moving forward.
Regarding your experience, I understand the frustration that can come from an unlocking process that requires an additional payment for the Premium Service. As outlined on our checkout page and as reflected in your order status, an Eligibility Check is first required for all phones, which you have completed with a $14.00 payment for the Standard Unlock.
Your iPhone 6S's current status is "Awaiting Payment for Premium Service", which suggests that the Standard Unlock was not sufficient to unlock your device from the AT&T USA network—possibly due to criteria that were not met. The Premium Service is in place to handle more complex unlocking scenarios that the Standard Service cannot address.
I assure you that all costs are upfront and transparent, and our goal is always to successfully unlock your device. I invite you to proceed with the Premium Service to complete the unlocking process, and rest assured that if for any reason the Premium Service fails, according to our Refund Policy, "Premium Services which fail - both your Standard and Premium payments will be fully refunded."
We value your business and are committed to providing a clear and successful unlocking journey. If you have any further questions or need more assistance, please don't hesitate to reach out.
Warm regards,
Charlotte
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