Ok they don’t explicitly refuse, however let me tell you the story:
My life circumstances dictates such that I may spend more than two consecutive billing cycles in Canada, and thus my roaming data has been turned off (as annoying as that is, I’ve made my peace with it). Now I’ve decided to take advantage of my phone’s capability of holding more than one active plan and purchased a prepaid Canadian line, however despite my phone being fully paid off and completely owned by me, it is still SIM locked.
So I call the helpful team of “experts” on a Thursday, and ask for it to be unlocked, after a bit of a back and forth, the agent informed me that he submitted a request, and I should receive an email with instructions within 24 hours. At this point I’m content with how the matter has been handled.
Fast forward to 26 hours after the first call, I still haven’t received any communications from the T-Mobile, so I decide to reach out through the messaging service they offer on their app. After I explain the situation, the “expert” expressed her empathy and proceeded to submit another request, this time she quoted me 48-72 hours for the unlock procedure to continue.
The 72 hours pass with absolutely no news regarding the unlock, so I call again, this time I express my frustration to the lovely “expert” over the phone and she gives me her personal guarantee that the issue will be solved and she said she would follow up with me within 1-2 hours to see whether I’ve received any correspondence from T-Mobile. She then said she will email me with a description of what we talked about and her name and employee number. And then said she submitted yet another request, this time to her manager for the issue to be resolved. Needless to say, I never received her email detailing our call, nor her name or employee number.
Another 24 hours pass, and at this point I’m getting quite frustrated with how this seemingly mundane and routine issue is being handled; so I call again, and this time request to speak with a supervisor. After explaining the situation to a primary response “expert” I get connected to a supervisor who much like everyone else thus far expressed his empathy and informed me that he PERSONALLY submitted yet another request, after briefly talking with Apple Support. Furthermore he quoted me 24 hours and said he would call back and follow up in 24 hours.
You should be able to guess by now what happened, no call, no email, phone still locked, and someone who always advocated for t-mobile to friends and acquaintances is seriously considering a change of carrier.
The staff are friendly and personable, however this many consecutive empty promises, and the hostage taking of a paid off phone isn’t something that should ever happen with such a big company.
I’m going to call again tomorrow, and probably will force the “expert” to stay on the line with me for however long it takes for the unlock to go through. I’m fed up with this fiasco.