Help please! ... our son bought a new iphone 15 in the US for his trip to New Zealand and was told by the Verizon store that the e-sim card could be unlocked in New Zealand so that he could activate the local carrier ... that was totally wrong ... it turns out the phone is locked for 60 days ... and so all of the services he set up in his prior trip that use his New Zealand number are not accessible ... I have spent 8 hours on the phone with customer service over the past day and they have repeatedly told me the phone has been unlocked (approved as a special exception) ... but it is still locked ... is there ANYBODY else who I can contact who can help give me some straight answers? ... this is becoming a critical problem for our son ... so any and all help greatly appreciated!!!!
We're terribly sorry for the inconvenience. Unfortunately we don't have access to unlock devices at this time. Devices that you purchase from Verizon are locked for 60 days after purchase. Devices that you purchase from our retail partners are locked for 60 days after activation. After 60 days, we will automatically remove the lock. Following the 60-day lock period, we do not lock our phones at any time. You can see our device unlock policy here: https://www.verizon.com/about/consumer-safety/overview#acc-item-531
~Ivone
Ivone, the VERIZON store told our son incorrectly that the phone COULD be unlocked in New Zealand ... he is now in New Zealand with a phone that will not work with his old local number ... and this is causing huge problems for him ... I am tired of getting the runaround from customer service ... and we need immediate help ... can you please share with me a number with someone in corporate who can help ... the customer service reps are NOT helping ... AND ... they keep trying to sell me the Home Protection Service which is really incredible ... please, we need real help!! Thanks
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