Why att store can not help for unlocking the phone

Question

I followed the instructions to unlock our two old iphones after having iPhone 6. I received "unlock" message for one phone and did not receive the message for other phone. I am not sure if the phone has been unlocked. I went to AT&T store at Bridgewater Commons, NJ. and like to know if it Is unlocked. I was told that they can not tell and I need go to T mobile store to find out. I stopped by T mobile and found out the phone is still locked. So I went back to the AT&T store to try getting help. Because I already tried to unlock this phone three times before. There were 10 ATT people in the store and only two or three customers there. I asked one of employees to tell me what I need to do. I was told that they do not have the service to help unlocking and I need to call customer service. I said to her that you have 10 employees here and why can not help, I would like to speak to the store manager. The store manager Dawn was there and she told me the same thing. They can not help and I need to call the customer service. I kept asking but why you can not help. Finally she said that she can help me to call the customer. She called and the phone was not go through. Finally the employee asked me the phone number and I thought that maybe she will help me to unlock. Actually she just made another unlock request online for me and I need to wait the email in 24 hours and redo the unlock process later. I would to know why att store can not help the customers to unlock their old phones after getting the new phones. Why att keeps 10 employees in one store and can not help to solve customer problems.

Answer 1

Xiyufu wrote:
... I would to know why att store can not help the customers to unlock their old phones after getting the new phones. Why att keeps 10 employees in one store and can not help to solve customer problems.
AT&T keeps 10 employees at a store in case they need them to assist customers with purchasing items, or with items recently purchased.
The Store representatives can't help you with the unlock portion because it requires access to systems they are not authorized to access. If store employees could access the unlock system (other than the very same portal you can access) then there would be a high risk that there would be inapropriate unlocks by employees for their friends & relatives.  AT&T's solution is to not allow them access to those systems, and have everyone go through the same process so that everyone gets the same treatment.  If you are having problems with your unlock requests through the portal, try contacting customer support or you can send a private message to the escalation team at ATT Customer Care and someone will get in touch with you in two to three business days to help you get a resolution to your problems.
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