Cellunlocker.net Unauthorized Charge, Held my money while I was mislead by multiple support representatives, and was belittled Internet

  I had a horrible expirence with cellunlocker.net. I wanna keep this short so I will try. I need to unlock my cellphone which at the time my billing was up to date the phone was clean I not lost/stolen in my name, it wasn't in delinquent status with the carrier, and I wasn't on the contract type of time commitment billing I was month to month. Looking at consumer posts one of the first posts is a prospective client asking if they owe $ on the phone with there carrier will cellunlockers service still work? The owners response is yes not a problem. Under those criterion I followed all the instructions very carefully on the site paid the $30 via paypal, and at this point assumed it was only a matter of time.

On the second business day I get a automated email saying essentially they needed to search an alternative database so recheck the info I provided (I did all correct), but not worry they were working on it. My service with the old carrier is scheduled to stop the next day, and I absolutely need my cell service to be effective for work so times a big deal seeing as cell unlocked were still within they're 1-5 business days I wasn't upset but with work in mind this did concern me enough to take a second look at the site support page (namely the consumers posts and company responses which btw are filtered by staff come to find) and I noticed a post under the support page saying that if money is owed on the phone premium service is required. Now there's literally nothing on the sign up, or in fact the entire webpage save the blogs about a premium service. After looking high and low I noticed that the non-clean status was more expensive so I can only assume that's the premium status, but it's extremely misleading as my the only thing that's not very closely relevant to having a leased phone with not contract, and my phone bills were up to date with the carrier what's described in the site as "unpaid bills". Unpaid bills sounds like your shut off by the carrier anyone with there phone in working order would fall into the same conclusion my bills are up to date, I don't have any bills that are unpaid as my month to month payment isn't due until my next billing. If it was clear like balance owed on phone, or you don't fully own your phone then I would've selected the appropriate selection. This is when I placed my first call.

I called into support with the whole purpose of my call being to make sure that the service I paid for will work if I have a balance on the phone or if I need to get the premium service. This support member wasn't unplesant at all, and was professional even though he turned out to be wrong he advised that yes what I assumed after reading the posts was correct, and typically they'd have to start over after I paid the higher balance, but as this was an iPhone 7 that the alternative database that the email was discussing actually works with a balance owed on the phone to the carrier with no contract month to month billing so not to worry, and they have a code out to me shortly. This support member actually admitted under my circumstances how the site was misleading. Anyways two days go by with no phone, and I decide to place my second call. This call was trying to get an update on status. This staff member (claimed to be a Senior Manager which is scary) advises that looks like the search of the alternative database has concluded and they have no code for me. No code I said I didn't know this was possible. I was assured by the last support member not to worry just to give a couple of days and they had me covered. He says in order to unlock the cell phone I'd need to use the premium service. h*o h*o hold up man so I literally just called two days ago with the whole purpose being do I need to use the premium service because I need my cell unlocked immediately it's hampering my business. Well I'm tell you what you need to do. I say I need to speak to a manager about this cause the support team isn't being accountable to their word. He says he's one of the most senior people on staff so he'd be the one to talk to. I let him know I don't have the money anymore until next week because I was told I didn't need it by support, and do they care about do good business or being accountable. He tells me there's nothing he can do.

At this point I'm out of my phone for a week while they've held my money and set expectations that were complete bs, but were not done they had to do it again, because I saw a promotion on the site saying free unlock service if I film a video of myself doing to unlock process on you tube. I ask for the promotion think hey this might be a way to work around the situation that arose due to their unscrupulous business practice. The support member knowing that I had been given a disservice I could tell wanted to make it work to at this point, so he says to hold while he checks. He comes back on the phone says it's been approved, and AT THIS POINT sends a automated email saying that I'd been approved for the promotion I saw the email come into my box. We went over the fact how I was literally losing money because I was out of a cell phone I use it for work, and that I could'nt anymore afford the premium service at this point. He tells me that this is going to take 1-3 business days which at this point it is what it is I'm just happy that I'm going to finally get a resolution so I say it's fine I'm even thanking him graciously because of my situation. Now he's ok I'm going to first refund your $30 ok thats.... Pause ok thats good so just keep an eye out for the email with the code and follow the instructions in the email he had send automated a moment ago.

Two more days go by when I try to search the status update page on the site with my IMEI it's just showing the failed refunded transaction. This is when I place my 3rd call. So I call to say hey want to make sure that you guys are still working on it because when I check the update page it's just showing the order that was refunded. This representative should never work in a service oriented job never. He advises that they haven't started because he checks the notes and she's that they need the premium service payment because the way the promotion works is that they take the payment send the code when the video is sent back they release the payment. Wait I was never told anything like that he just said it'd be 1-3 business days....

I am understandably furious at this point I don't even want to get in explanation with this guy all I would need is to speak with the rep from the call before because he would have absolutely no room to say otherwise given our call. This rep says to hold on he'll see if he's available gives it a good 5-10min hold probably hoping I"d hang up. He gets back on the line and says that he's with another client, I say no problem I"ll wait .... he's say sorry can't wait it doesn't work like that.... What doens't work like that? Look you can't speak to him I can handle it. He can't call me back? No. What do you want. I'd like a resolution he gave me the expectation that it had started not even bringing up payment the premium in fact we had the discussion that I couldn't afford it. He say oh he emailed you instructions. I said I got an automated approval email that was sent the moment he spoke with the promotion guy... It's an automated email it doesn't address anything customized to our conversation. He tries to reference a line at the bottom that says "When we receive your video we refund your purchase price". I say I did have a purchase price it was $30 but you guys are holding it, eitherway it's rediculous that he's too much of a coward to speak with me cause he know exactly what's going on. WOW the rep says "oh your gonna call me a coward" (clearly for his coworkers to think he's justified in the next statement "well maybe your cheap a*s is just mad cause you can't afford it", and he sits there like a grade school child saying "YOU CAN"T AFFORD IT, YOU CAN'T AFFORD IT" trying to belittle me. I did see a transaction for 90cents that came through from the second rep that was unauthorized I figured it was a auth check but no it cleared. Seriously this entire ordeal without a phone getting mislead by literally every representative I got on the phone to cap it all off with some "service" member trying to belittle me. Could you understand being upset under these circumstances?

This all 100% accurate that's why after I hung up I thought there's no way in heck any owner or manger would be ok with a business being run like this. That's when it dawns on me I just need to call get a represenatative that gives a darn and ask immediately to get the most senior person on staff on the line, and just not even get into details just get them to commit to me to just pull the calls and listen judge for themselves before you look at case notes and decide to dismiss me, and I'd prevail. Nope they must have caller ID cause I tried back 4 times 5min of hold music to you'll have to try later. So if the owner really does answer these instead of some SEO worker in Asia that creates back links and tries to bury the negitive exposure. And you really do care please respond pull calls and judge for yourself. I still have the unauthorized charge, and you have to clean some house or vamp your support training because this was a hellish expirence.