Phone is being held hostage by T-Mobile

Thanks for the reply. I was told just before I left this post just that, that the TM customer service didn’t understand why the phone is still locked because our account showed we were in EXCELLENT standing and have a zero balance with no money owed. Our account is closed. I have never asked for any temporary unlock codes. We have left the service and have another provider. The phone belongs to me and they are holding it hostage as I cannot use it with my new SIM card. As I stated earlier, I need the phone for my job. What they are doing is wrong! 

Did you actually buy the phone from Tmobile or a place like Walmart?  If so the inei# might not be in Tmobile’s system as a phone they sold.

No to both questions. I purchased it directly in-store at a local T-Mobile near my home. I gave on multiple occasions the IEM number to the T-Mobile staff and to the manufacturer and had them read the number back to ensure there were no typos. The manufacturer told me that it is up to T-Mobile to provide a Subsidy Unlock Code. The first time I told T-Mobile this was right after my call with the manufacturer. The TM customer service rep said they do not do that. Today, the T-Mobile person I talked to understood what I was talking about and said YES they do understand what the manufacturer was saying and this is a routine process to unlocking phones. This again is another example of the incompetence of the TM staff that indicates poor training. I appreciate your questions but I can tell you that I have had to solve problems like this for my employers’ problems. So, I am versed in this kind of work. This is totally unfair and unlawful to me, the consumer. I found that T-M has a bad rep with the FCC. You can research these examples. Take care. Happy Thanksgiving!

iPhone’s require Tmobile to submit the unlock request to Apple and they iniate the unlock.