Unlocking Device

ashley.r

Hi! My phone is paid off and I meet all the criteria to get it unlocked. Verizon is refusing to unlock my phone and I now have no service on my phone. I spoke to a Verizon agent who straight up told me my phone should be unlocked and she doesn't know why they don't do it. She tried and it wouldn't let her and then said she would put in a claim. I was told it would be resolved in 24hrs and I still haven't heard anything two days later

SynthpopAddict

Was the phone purchased directly through Verizon? I've heard of this happening with phones bought at 3rd party retailers, because then the purchase is not tied to your Verizon account, so Verizon can't vet that the phone was purchased legitimately. If the agent put in some kind of "claim", you would have a ticket number. I'd contact someone at Verizon again and give them the ticket number in question to get an update. If no ticket was created the first time, ask for one to be created.