The T-Mobile unlock lie

The be all end all answer to this, as I have learned with just about every carrier out there and every possible combination of hassle-ness from these carriers- just buy your phones unlocked from the outset. Don't even bother with the carrier stores, most phones you can find online elsewhere (and usually for a far better price). 

Insert carrier sims and go. This goes extra in the case of using dual sim with two different carriers. 

Whatever happend on the T-Mobile side, on 1/21/2024, after almost six month, my device got unlocked. No communication from them. Just out of nowhere I found my device being unlocked. I'm still waiting for an offical response regarding my FCC complaint. Since I can finally use my device as intended, I will no longer post here.

The drama continues. I finally got a response from T-Mobile due to my FCC complaint on 1/4/2024. Of course, they first asked me to add another $100 in refill (despite my $220 I already paid). A few hours later I received this from T-Mobile:

I want to apologize as I am not having the same issue with any other customers today. I wanted to update you on the progress and solution that I currently have to offer.

The IMEI that you have provided is not able to be unlocked, even with an override. Regardless we would like to offer you the device that you currently possess with an unlocked version. The issue that I see is that you are out of the country. If you have a stateside address that I am able to ship the device to, we will be able to ship the device today. We would request that the current device you have is sent to our office in good condition.

We are able to offer a refund of the device as well if the device is shipped back to our office however we would ask that the device is returned to us before. Please let me know how you would like to proceed.

So T-Mobile confirms that there is something wrong with their unlocking system.  The replacement/refund sounds good, right? Not for me after all the troubles I had with T-Mobile. So I replied on 1/5/24:

Unfortunately, your two proposals do not solve my problem. I can of course give an address in the US, but I need the device here and it is of no use to me 6000 miles away. I will gladly contribute to the shipping costs if that is the problem and return the locked device as soon as possible.

After 22 weeks of waiting and trying, $220 in refill, countless promises and assurances by T-Mobile to no avail, hours spent with support, it takes a little more than a few lines in an email to restore my trust in T-Mobile.

I therefore suggest that T-Mobile refund 50% of the price ($550) now and I return the device at my expense (please provide the address) as soon as I received the partial payment. Once T-Mobile has received the device, I will be refunded the remaining amount. 

I asked twice for a shipping address by e-mail. More than a week passed and no reply from T-Mobile ever since. What a "a total experience that includes best-in-class, personalized support from T-Mobile experts when needed" (https://www.t-mobile.com/customers/customer-care).

If someone at T-Mobile reads this and finally intends to deliver on their promise: you will find my e-mail address in my account. Feel free to get in touch with me. Gracias.

if it were broken it would be replaced out and show as a damaged replacement and the time used on the prior device would be added to the replacement device..in your scenario you just up and changed to a different  device..not the same..

I traded in a OnePlus 8t for a Google pixel 7 pro and got 600 dollars off the pixel in January 2023 so I used the pixel for about a week and hated the phone and returned to one of my other phones . So after the phone was completely paid for I tried to get it unlocked because I'm selling it and they told me I have to have it active on their Network for 40 days which is absurd, what if the phone was broken and that's why I didn't use it the bottom line is the phone wasn't in my liking in a year later I'm trying to sell it so now they're going to send me an email that is supposed to come within 72 hours to get it unlocked

Regarding the temporary unlock, T-Mobile support says 12/ 28 /23, T-Mobile unlock server says 12/ 21 /23:

Someone is not telling the truth. I suspect it's the support supervisor.

Called support again, this time the supervisor said that the device can not be unlocked because it's temporarily unlocked. Which is not true (see screenshot, it's locked. See the previous screenshot how it looks when temporarily unlocked). He said that the temporary unlock will expire on 12/28/23 (whoever invented that date, no evidence provided). Together with some more false information (device requires a master-reset to accept a new SIM card - who comes up with that kind of crap?) I got another "personal guarantee" from the supervisor that the device will be unlocked on the 12/28/23. When asked again, he said that an "unlock request" can be enviado on the 28th. Which may take another 72hrs to completo. I'm pretty sure it will not succeed because all they do at T-Mobile support (at least in my case) is picking a random reason (network, active days, SIM, refill, Motorola, temporary unlock) and tell the customer to wait for X days (X between 3 and 14). As soon as I ask for something tangible (email, phone number, replacement phone, reimbursement) they say it can not be done. That's how far these "personal guarantees" go.

"At T-Mobile, we radically reinvented customer service. Ofrecemos una experiencia total que incluye la mejor asistencia personalizada de los expertos de T-Mobile cuando sea necesaria. These experts are available to provide you with a next-level experience, including tailored service and support, as you begin your relationship with T-Mobile." (https://www.t-mobile.com/customers/customer-care)

Sounds like sarcasm to me.

I'm almost certain that 14 days from now, they will tell me that the phone was not active (because I'm abroad) and that's why they can't unlock it. Anyone up for a bet?

Well done guys for not taking the bet 😄 You would have lost it.

Obviously, my device is still locked. Another round with support and they claim to have a "request open with Motorola" - please wait another 3 days. I have no idea what Motorola has to do with it. It's the T-Mobile unlock App that talks to to the T-Mobile unlock server. I don't see any Motorola in this (besides my device of course).

I’m pretty sure it’s yet another T-Mobile lie to wear down the customer (they are very good at that, I must admit - 5 month without any progress and no lawsuit yet, not bad).

I was lied to by every support employee without exception. All the "I guarantee you", "I promise you", "I can reassure you", even the "I'm 150% sure" that the friendly folks at T-Mobile use often didn't unlock my device but successfully waste my time.

I’m going to file a complaint with the FCC. 

7 business days have passed and my device is still - locked.

Another round with support. This time they said that it didn't work because the phone I try to unlock is not associated with my phone number. This is true because I had to buy (!) a new phone (unlocked this time, I learn) for this very (unlocking nightmare) reason. I need to use a second SIM card together with my T-Mobile eSIM while abroad. T-Mobile switched my phone number back and said I had to wait another 14 days. Now I have to carry around two devices. My understanding of  "dual SIM" is something else.

I'm almost certain that 14 days from now, they will tell me that the phone was not active (because I'm abroad) and that's why they can't unlock it. Anyone up for a bet?
The bottom line is that their eligibility criteria for prepaid accounts is just a plain lie. I fulfill all the criteria (not disputed by any of the T-Mobile people I spoke to). But each time they come up with another (technical) excuse for why it can't be done and ask me to wait for another X days. It's going on like this for almost five months now. This is all very frustrating and a big waste of time and money. 

The story continues. I added another $100 in refill and the phone still remains locked. Another round with customer support and they confirmed that I have more than $200 (!) in refill by now. Luckily, I got someone on the phone who offered to open a support case (kudos to Jason). They promised me to finally unlock the device within 7 business days. Fingers crossed.