I bought a new iPhone 15 pro in the Verizon website in January. After almost a year my phone status is "Carrier lock: SIM locked", whereas by Verizon policy it should have been unlocked automatically after 60 days, i.e., it should have displayed "Carrier lock: No SIM restrictions" (link to their policy: https://www.verizon.com/support/device-unlocking-policy/#:~:text=Devices%20that%20you%20purchase%20f....
I tried calling Customer Service, and I was only able to chat with a representative. The representative suggested factory resetting the phone. However, I was not given any guarantee that my phone would be unlocked afterwards. In addition, if the unlock policy should have been automatic, why do I need to factory reset my phone? They also mentioned that the Escalation Team said that my phone was not deemed to be unlocked, which is outrageous given that I provided my order number and location code from my official purchase from their website.
Finally, I was really disappointed with the Customer Service. There is no opportunity to talk via phone with a person, the system is slow an ineffective. When I called the closest official Verizon store in my area, they redirected me to the same ineffective customer service phone number, that ends up being a chat.
Paradoxically, even if I want to change to another carrier provider I cannot use my actual phone because it is locked by Verizon. What should I do?
Hi ktc231. We can look at the lock status for your phone and determine what is going on. Please reply to the private message that will follow and we will get more details.
-Deb
Update: while I received a private message and was able to talk with several agents (still via chat), they were not able to solve the problem. They redirect me to the Fraud Protection Team, which at the end of the day ends up with an endless chat.
Hence, I believe customer service is terrible and completely impersonal. There is no room to talk with a person and they continuously send you to another agent. It is a waste of time. Also by policy the unlock should happen automatically after 60 days, this situation is ridiculous. There is no accountability at all in their customer service. I have been a member for more than 3 years and I am seriously considering changing my carrier.
Please think it twice before opening an account with Verizon. I have never seen something like this. Buy your phone in another store or carrier.
The fun part is that I was offered a free trial of Verizon Cloud on my account, which is completely delusional.
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