“This company is a scam. They will tell you that you will receive your unlock in 24 hours, then after they take your money they tell you it will take 5 days, then after that they tell you they can't unlock your phone and refuse to refund your money but tell you if you send them even more money they will offer a premium service to unlock your phone. SCAM AND FRAUD Artists. UK based SCAMMERS.”
Hello,
I'm really sorry to hear about the frustrating experience you've had. Our aim is to provide clear and accurate time frames for our services, and we apologize if there has been any misunderstanding in this case.
As outlined in our terms (section 1.1), our service of sourcing and supplying an unlock solution begins once payment is received, and delivery times provided are guidelines based on past unlocks, rather than guaranteed times. Sometimes, due to factors beyond our control, these can increase which we understand can be disappointing.
Regarding refunds, our policy ensures that if certain criteria are met, refunds are indeed processed (section 7 of the terms). If the initial service fails and you're eligible for a premium unlock attempt that also fails, you would be refunded for both services (section 7.9).
If you could please provide your IMEI or Order Reference Number, I would gladly look into your case personally and ensure we do everything possible to resolve the situation satisfactorily. We value your business and would appreciate the opportunity to rectify any issues.
Best regards,
Charlotte
“This has been going on now since 10th January this year that’s four months that’s not good enough, no one should have to wait that long for a service to unlock a phone, I would like a full refund as you aren’t providing a service for me I’m not getting what I’ve paid for.
This is bad costumer service, I’m not saying you’re ripping me off but it’s starting to feel like it, I’m sorry but that’s how I’m feeling about this situation.”
Hello Wayne,
Thank you for reaching out, and I completely understand your concern regarding the time it has taken to unlock your iPhone SE 2020. I assure you that our intention is to provide you with the service you've paid for, and I'm sorry to hear that the process has not met your expectations.
As of now, it seems that you have paid for the Eligibility Check which is £4.00, and the next step is to proceed with the Unlocking Payment. According to the information provided, if your phone passes the eligibility criteria, this payment will enable us to move forward with the unlocking process. I want to reassure you that the costs are outlined clearly on the checkout page before purchase, ensuring transparency in our service.
I'd like to encourage you to proceed with the unlocking process, as the additional payment would allow us to potentially complete the service. As per our terms, the Eligibility Check fee is non-refundable as we've already provided that service (7.3 of the terms and conditions). Additionally, it is understood from our refund policy that should the unlocking attempt ultimately not succeed due to falling within eligible scenarios, you will be refunded (7.9 of the terms and conditions).
We truly value your business and are here to support you through this process. I'm confident that once complete, you will be satisfied with the freedom an unlocked phone provides.
Thank you for your patience and understanding, Wayne. We're looking forward to resolving this for you.
Best regards,
Charlotte
“I am now 10 weeks waiting. The so called timer has been at 99% for 7 weeks and says imminent. I received 3 or 4 standard mechanical email responses that it should happen soon, but they are meaningless and useless. Now I receive no response to my emails to explain, complete or refund. Also now the “timer” is back to 10 days. One other warning to anyone in the US, when my two credit card payments were made to the UK I got charged a $10 wire transfer fee on each so in total have paid $99 and got nothing.”
Hello,
Thank you for reaching out, and I apologize for the frustration you've been experiencing with the delay in unlocking your phone. I understand how important it is for you to get this resolved, and I'm here to help.
Regarding the timeframe, I see that our service delivery times are guidelines and can vary due to various factors. However, waiting 10 weeks is certainly longer than expected, and the 99% timer issue should have been addressed. I assure you that we appreciate your patience and would like to look into this for you as soon as possible.
Regarding the additional charges incurred due to the payment being processed in the UK, I understand that may have come as a surprise and I apologize for any inconvenience this has caused. For future reference, please note that international transaction fees are determined by your bank's policies when dealing with overseas payments.
To better assist you, could you please provide us with your order number or the IMEI of your phone? With this information, we can review your order's status directly and expedite a solution for you. Without these details, it's challenging to access your specific case and provide a conclusive response.
Please also consider using the Live Support feature on your tracking page, as our team can provide you with real-time assistance and help resolve your issue promptly.
We're here to ensure your experience is a positive one, and we'll do our utmost to address your concerns and provide a satisfactory resolution.
Best regards,
Charlotte
“"6 hour unlocks" Yeah, right. I'm still sitting here 3 days later, more than $60 sunk into it, and still can't use my phone. They don't tell you how much it is going to cost until you get to the point of putting in your payment method, just over $30. Then, you get an e-mail saying that your IMEI is eligible for being unlocked, but you need to pay another $30 for it. The numbers are in pounds, not dollars, so you really don't know for sure until it shows up in your account. Total BS.”
Hello Karen,
Thank you for taking the time to write a review, and I'm sorry to hear that your experience hasn't been as quick as expected. Our unlocks typically are very swift, but occasionally, there are delays that can extend the process beyond our guideline times, and I appreciate that this can be frustrating.
Regarding the payments, I can assure you that all costs are outlined on the checkout page prior to any purchases being made, ensuring full transparency. For your order, you've already paid £23.99 for the Eligibility Check, and the £22.00 for the Standard Unlock was refunded to you, as per our policies.
Please remember that the initial Eligibility Check is a necessary step to ensure your ZTE K87CC can be unlocked from the WORLDWIDE NETWORK, and it's great news that your IMEI is eligible. Though your order is marked as "Already Refunded," I would like to encourage you to take the next step and continue the unlocking process so you can enjoy the freedom of using your phone on any network.
We're here to support you through the completion of your service. If you need any further assistance or have any more questions, please don’t hesitate to get in touch.
Best wishes,
Charlotte
“This company is a scam. They will tell you that you will receive your unlock in 24 hours, then after they take your money they tell you it will take 5 days, then after that they tell you they can't unlock your phone and refuse to refund your money but tell you if you send them even more money they will offer a premium service to unlock your phone. SCAM AND FRAUD ARTISTS.”
Hello,
Thank you for taking the time to express your concerns. I'm truly sorry to hear that your experience hasn't met your expectations.
Our unlocking service timeframes are based on estimates provided as guidelines, and we strive to complete them as promptly as possible. According to our terms, "any timeframes stated are a calculation of the previous weeks unlocks and are given as a guideline, NOT a guarantee." Sometimes, unforeseen delays can occur, which regrettably affects how quickly we can deliver our services.
Regarding your comments on the premium service, this option is offered in some cases where the standard service might not be able to unlock the phone due to certain criteria not being met. Any initial payments for standard services are contributions towards the costs incurred for the eligibility checks and attempts made to unlock your phone, as detailed in our terms and conditions under the 'Cancellation' and 'Refund Policy' sections.
Your concerns are important to us, and we would like to address them directly. To assist you further, could you kindly provide the IMEI number of your device through our Live Support on your tracking page? This will help us locate your order and understand the specifics of the situation so we can find a resolution.
Thank you for your patience, and we're looking forward to assisting you further.
Best regards,
Charlotte
“If I could leave less than a star I would. They said the item was stolen, it wasn't. I managed to get the old owner to unlock the apple watch. I sent proof of purchase, me buying it from the seller and the sellers receipt from buying it from the store. Proof I managed to unlock the item! And suddenly no contact from Tim to issue me a refund. Liars and scammers. Use someone else.”
Hello,
I'm truly sorry to hear about the frustration you've experienced. I appreciate the time you've taken to provide feedback and would love to help resolve any issues. Your efforts in resolving the unlock situation with the previous owner are commendable, and I understand that you're looking for closure regarding your refund.
In order to look into this matter further and provide you with specific assistance, I kindly request the IMEI of the Apple Watch. Without it, it's challenging to address your concerns accurately. Having this information will allow me to ensure we follow the appropriate steps according to our Refund Policy.
Additionally, I would encourage you to use the Live Support feature on your tracking page to connect with one of our agents who can guide you through the process and discuss the details of your situation.
We value your business and our goal is to provide a resolution that leaves you satisfied with our service. Please reach out with your IMEI so we can move forward with assisting you.
Best regards,
Charlotte
“If I could give no stars I would! I have been waiting for 4 months and still nothing. I've emailed them multiple times with no response each time. I trusted this bulls*** excuse of a company and look at how they show their gratitude. They don't. I didn't have the money to just throw away because I had just lost EVERYTHING to Hurricane Ida and have since been homeless. This company sure knows how to kick someone who is already down!! I want my refund !!!!”
Hi there,
I'm truly sorry to hear about the struggles and frustrations you've experienced, especially in light of the challenging circumstances you're facing after Hurricane Ida. I understand that waiting for a long period without clear communication is not acceptable and can be incredibly disheartening.
While I can't offer an immediate refund based on the terms of service, I'd like to ensure your situation is addressed as swiftly as possible. If you could please provide me with your IMEI number, this will allow me to locate your order and review its status to see how we can assist you further.
In the absence of any reference, we are unable to directly address your specific concerns, so I'd suggest using the Live Support feature on your tracking page for real-time assistance. Our team is committed to helping you resolve this issue, and we truly want to turn this experience around for you. Please get in touch with us at your convenience, and we will do our best to support you.
Warm regards,
Charlotte
“This company is basically a scam, and I would not recommend anyone to use their service. I placed another and it was supposed to be completed in 4 days, then after that time passed, i check with them and they said to wait. I waited 10 more days, and still nothing. They keep saying we are working on it, and give you no timeframe. When I asked for my refund, they were like we will refund second installment, 1st installment was something like 'eligibility' check! I was like what eligibility? I knew what the problem with my phone was, and did I have to pay $29 for them to tell me??!! Anyway, I have not even received the 2nd installment fee....please don't use these guys...total scam.”
Hello Stephen Nsengiyumva,
I'm truly sorry to hear that your experience with us did not meet your expectations. We aim to provide clear information about our process which consists of an initial Eligibility Check, as mentioned in our terms and conditions, followed by the Unlocking Payment. It appears from your order that you have been refunded for your Standard Unlock payment, despite your dissatisfaction.
Our delivery times are provided as guidelines and occasionally, there might be delays which are unfortunately out of our control. We understand this can be frustrating and we're grateful for your patience. Although your order status is "Already Refunded", we would love to turn your experience around and ensure that you are satisfied with our service.
If there is anything specific you would like us to address or any further assistance we can provide to support you with your OnePlus BE2025 from MetroPCS USA, please let us know, and we would be more than happy to help.
Kind regards,
Charlotte
“2ヶ月経過してもSIMロックの解除ができず、契約を履行していないことが明白です。
私が支払った費用の返金を何度も催告しましたが、返金の手続きについて一度も返信がありません。
It is clear that the SIM lock cannot be released even after 2 months and the contract is not fulfilled.
I have repeatedly requested a refund of the costs I paid, but I have never received a reply regarding the refund procedure.”
“Its been more than 20 days since I made a first payment: only got updates on day one.
I am reading people who is required a second payment, which I will not be doing based on other's users experiences.
Don't waste your time or money!”
Hello Mariana,
Thank you for reaching out to us. I understand that it's been some time since your initial payment and you're concerned about the necessity of a second payment. I can assure you that the first payment of £23.99 you've made was for the Eligibility Check of your iPhone 11 to ensure it meets the network's criteria for unlocking.
As outlined in our terms and conditions:
"7.3 'Pre-orders' also referred to as 'Eligibility Checks' are not covered by our money back guarantee. [...] There may be an additional price to pay for the sim unlock itself, this will be stated on your order summary page prior to purchase."
It is a two-step process, with Eligibility Check being the first step. The Unlocking Payment is only taken when the phone is eligible for the service.
If you have any concerns about what the process entails, we're here to help clarify and assist you so that you can comfortably proceed with the unlocking service. We value your time and investment, and aim for your complete satisfaction with our services.
Should you decide to progress with the unlocking of your iPhone 11, please let us know, and we'll promptly guide you through the next steps.
Best regards,
Charlotte
“Total scam. Paid twice and phone did not get unlocked at all. Cannot even send an email to the company, the email address is invalid. Wasted my money. Do not trust this company.”
Hello,
I'm truly sorry that your experience did not meet expectations, and I understand your frustration about the unlock process. It appears that your unlock has been completed, and I would love to assist you with any issues you might be facing.
Since your order status indicates "Unlock Complete", your iPhone 7 should be unlocked from Vodafone UK. To confirm this, could you please try connecting your phone to WiFi and then turning it off and on as mentioned in our unlocking instruction (section 8.1)? Sometimes, this final step is necessary for the changes to take effect.
If you're still experiencing difficulties, don't hesitate to get in touch so we can help you troubleshoot. Your satisfaction is important to us, and we're here to ensure your phone is fully unlocked.
Best regards,
Charlotte
Hello,
I'm sorry to hear that you've had a less than satisfactory experience. I’d like to assure you that our intention is to provide a reliable service. Regarding your unlock request, if it's been two months, it certainly sounds like there's been a delay and I understand your frustration.
Could you please provide me with your IMEI number or order reference? This would enable us to look into your specific case and give you an update on the status. We want to help resolve any issues as quickly as possible.
Let's work together to sort this out. If you need immediate assistance, don't hesitate to use the Live Support feature on your tracking page.
Best regards,
Charlotte
“You will be charged two payments, they claim in the email they send you that they alerted you to this fact. They dont. But it happens. Read any other review. Even once you have paid the two fees, i've been waiting 6 weeks and phone still not unlocked. the oh so helpful tracking page has said "1 day X hours" remaining for the last 35 days.
Emails to Tim in customer service are as useful as an ashtray on a motorbike. Avoid this scammer or throw 50 quid in the toilet to achieve the same outcome.”
Hello there!
First of all, let me express my sincere apologies for any confusion and distress caused by the process and the communication you've experienced. It's our top priority to ensure our customers have a clear understanding of the process and we strive to make it as smooth as possible.
I understand you are concerned about the two separate payments. Our service involves an initial Eligibility Check, and then, if eligible, a subsequent Unlocking Payment. This is indeed outlined on our checkout page prior to the purchase.
Regarding the delay you've mentioned, delivery times are typically a guideline based on historical data and can vary. We aim to keep you informed of any changes and appreciate that this can be frustrating.
I’m also sorry to hear that your interactions with our customer service have not been satisfactory. We definitely don’t want our customers to feel this way and we highly value your feedback.
To address your concerns directly and help with your specific order, I’ll need the IMEI number of the device or the order reference. Could you please provide that? Without it, I'm unable to look into your order status or make necessary adjustments.
In the meantime, I encourage you to get in touch with our Live Support through your tracking page for real-time assistance. They will be well-equipped to investigate the prolonged delivery time and assist further with your case.
Thank you for reaching out, and let's work together to resolve this for you.
“Scam alert, stay away
I submitted my code 38 days ago.
I was promised an unlock in a matter of hours. I was then asked for a second payment and to wait for 10 days.
Once those expired, I was refused a refund, and asked to wait for 30 days.
I have now exchanged more than 10 emails with an appalling customer service, who is refusing to refund, completely ignoring what I am writing and responding with automated messages.
Stay away, don't waste your money, use another service!
As of today, the phone is still locked, and I have lost more than 60GBP.”
Dear Enrico Bertelli,
We sincerely apologize for any inconvenience you've experienced. It's important to us that our customers have a smooth and successful unlocking process. I understand the frustration of waiting, and I appreciate your patience in this matter.
I want to assure you that your unlock for the iPhone 6 Plus is 99% complete and should be finalized imminently. The eligibility check and unlocking process involve specific steps outlined on our website, which you've followed by completing the initial payment of $28.00 and the standard unlocking fee of $38.00.
Although I understand the desire for a refund, as per our terms, the payments for the eligibility check and unlocking process are part of our service which you've agreed to, and they are non-refundable as per our refund policy, especially once the service is in process. Rest assured, in the rare event that the unlock cannot be completed, you are eligible for a refund under the criteria stated in our policy.
Please hang tight; we aim to resolve the remaining part of the process as quickly as possible. Should you encounter any further issues, feel free to reach out again.
Thank you for your understanding and cooperation.
Best regards,
Charlotte
“Beware of this company!
I ordered an iPhone unlock for £23.99, after processing they tell you that this is just an Admin fee. A further charge of over £40 is then requested.
After contacting them I found them very unhelpful, and after a lot of emailing got offered a credit for their site and not a refund which I wanted.
After speaking with Trading Standards and my bank, both are now going to launch an investigation, as they deem the company not transparent with the actual cost.
To summarise: This is a scam company..Do Not Use!”
Hello,
Thank you for taking the time to provide your feedback. I'm sorry to hear about your experience with the unlocking service. Your initial payment of £23.99 was for the Eligibility Check as part of the unlocking process for your iPhone SE from Vodafone UK.
I understand that it can be frustrating to encounter additional costs. Our checkout page clearly outlines all charges before purchase, including the cost for the Eligibility Check followed by the separate Unlocking Payment. The two-step process you encountered is standard for our service – first, an Eligibility Check, and if eligible, the unlocking service itself.
I appreciate that this situation has not met your expectations. While we are unable to offer a refund for the Eligibility Check as per our terms (Section 7.3), I would love the opportunity to ensure that your iPhone SE gets unlocked and to assist you further in completing this process.
Feel free to reach out to us, and we can guide you through the next steps to ensure your phone is unlocked as per your requirements. Our aim is for every customer to be satisfied with their service, and we would be keen to resolve this situation to your satisfaction.
Warm regards,
Charlotte
“On Nov 28 I purchase the services to unlock ATT iPhone12, on Dec 3 I paid 133£ for premium as my device is under contract, until today Feb 1 they have not unlocked my phone.
I decided contacted Luke, asked why it hasn’t been unlocked yet because exceed the time frame and he kept giving vague answers, then I got one email station my device was blocked and I got a credit note, not true! I have the device and I sent proof of purchase, I asked refund and he did not answer me, I had emailed him several times, like 20 email until he answered and again that he couldn’t do anything because it wasn’t unlocked! They DO NOT have direct access to unlock server as they stated by the way! If they had my device should be unlocked at this time.
I kept contacting them during this time and Luke and Tim kept telling me we will unlock your device, I asked my refund as the 30 days has passed and they avoid to answer, I asked and ETA and they also avoid the answer, they only post on their website their standard answers and they did not update any of my questions.
Today Feb 2 I got an email stating they gave me a credit note because my device came up as lost/stolen really? After I sent proof of purchase! On thei email they say there is a tracking link in case you don’t have use of a credit note and wishes a refund but guess what? It doesn’t! When clicking in the just redirects you to the page where you can see that result of what came from the servers!”
Dear Wellington David Gibson,
I'm truly sorry to hear about the inconvenience you've experienced regarding the unlocking of your iPhone 12 Mini. I understand it must be frustrating to encounter delays and to receive unclear information.
Our goal is always to provide clear, accurate assistance and make sure our customers are satisfied with the service. We do not have direct access to the unlock server but we work closely with providers to fulfill unlock requests.
Our team endeavors to maintain communication throughout the unlocking process, and I apologize if this has not met your expectations. I assure you this matter is important to us and we want to resolve it to your satisfaction.
Regarding the refund, as you mentioned an email stating your device was reported as lost/stolen, this might have been the reason a credit note was issued, in line with our policy outlined in the terms and conditions.
However, since you have mentioned that you have proof of purchase and ownership of the device, I'd like to personally review the case and assist further. Please reply to this message with the proof of purchase, if you haven't done so previously, so we can reassess the situation and provide an appropriate solution.
Our aim is to unlock your device as swiftly as possible or to find an alternative resolution that meets your needs. Your continued patience is greatly appreciated, and rest assured, we are on hand to assist.
Best regards,
Charlotte
“É um esquema. Não usem o serviço
Não usem este serviço. É um esquema. Não existe intenção de desbloquear o telemóvel pelo valor apresentado. Após pagamento enviam uma informação a pedir mais dinheiro. Ao fim de algum tempo já nem se dão ao trabalho de responder.”
Olá Pedro Francisco, lamento saber que você se sente insatisfeito com o processo. Quero garantir que nosso serviço segue um processo claro de duas etapas para desbloquear telefones. Inicialmente é realizada uma verificação de elegibilidade para garantir que o seu iPhone 6 Plus pode ser desbloqueado na Vodafone Portugal. Você já concluiu esta etapa com sucesso com seu pagamento de $ 28,00. Conforme descrito em nossos termos e condições, assim que a verificação de elegibilidade for concluída, a próxima etapa é o desbloqueio do pagamento. Este processo de duas etapas garante que não prosseguiremos com um desbloqueio que não seja possível, o que faz parte do nosso compromisso de fornecer serviços legítimos. Seu pedido está atualmente na fase em que o Pagamento de Desbloqueio é necessário para prosseguir. Encorajo você a continuar com o processo para que possamos concluir seu desbloqueio. Todos os custos são fornecidos de forma transparente na página de checkout antes da compra, e nosso objetivo é tratar cada pedido com o mais alto nível de cuidado e atenção. Se você tiver mais alguma dúvida ou precisar de assistência, não hesite em entrar em contato. Estamos aqui para garantir que seu telefone esteja desbloqueado e que você esteja satisfeito com nosso serviço. Atenciosamente, Carlota
“Complete waste of money. They constantly ask for more money but actually never received anything from them. Asked to pay a premium service for which again received nothing. I do not recommend.”
Hello James,
Thank you for taking the time to leave your feedback. We completely understand that facing multiple payments can be frustrating, and we apologize if our service has not met your expectations. I'd like to take this opportunity to clarify your situation and offer assistance to improve your experience with us.
From our records, it shows that you have made several payments for the Eligibility Check and Standard Unlock on your iPhone 7, from the network AT&T USA. I can confirm that your initial Eligibility Check payment was refunded, and you've proceeded with the necessary payments for the unlocking service. As outlined in our terms, the Eligibility Check is required for all phones, followed by an Unlocking Payment. We make sure all costs are transparent and outlined on the checkout page prior to purchase.
Given that iPhones sometimes require a Premium Service in addition to the Standard Unlocking Payment, it seems this was the case with your order. Your status indicates that a Premium Service may be necessary, and while I understand your concerns, I can assure you that all steps taken are essential components of our unlocking process.
We would like to continue to help you with the unlock process and see it to completion, ensuring that your iPhone 7 is successfully unlocked. We value your business and are here to support you every step of the way. If your unlock request encounters any of the issues covered by our refund policy, rest assured that appropriate steps will be taken.
To proceed with your unlocking request or to discuss the matter further, please get in touch with our customer support team. We're committed to helping you resolve this issue and we hope to turn your experience into a positive one.
Warm regards,
Charlotte
“Directunlock are a sophisticated scam take your money for an unlocking service that they claim they can do. But unfortunately my experience they take your money and leave you high and dry.”
Hello Padraig,
We're really sorry to hear that your experience hasn't been positive. I'd like to assure you that our intention is to provide a reliable unlocking service. Your iPhone 6 Plus unlock is currently 99% complete and should be finished very soon. The payments you have made cover the Eligibility Check and the Unlocking Service, which are both necessary steps in the process.
We understand waiting can be frustrating, but please rest assured that your order placed on October 5th, 2020, is in process. We aim to convert your current experience into a positive one and appreciate your patience. If you have any more concerns or need updates, please don’t hesitate to get in touch.
Best regards,
Charlotte
“States a price and the small print says you have to pay more - not obvious, claim 4 hour unlock and when you pay it changes to 48 hours - avoid at all costs”
Hello there,
Thank you for sharing your concerns with us. We apologize for any confusion regarding the unlock time and additional payments. We strive to be transparent in our services, and our terms do clarify that the delivery times provided are guidelines and subject to change due to variables with network and handset conditions (Section 6 of Terms and Conditions).
We understand the importance of clear communication and would be happy to clarify any confusion about the costs involved. As stated on our website, all phones go through an Eligibility Check followed by an Unlocking Payment, with detailed costs outlined on the checkout page before purchase. For your Samsung Galaxy Z Flip unlock from O2 UK, you've successfully completed both the Eligibility Check (£23.99) and the Standard Unlock (£20.13).
Should your phone not prompt for an unlocking code with a non-O2 SIM card, a Remote USB Unlock service is available to complete the process. We encourage you to proceed with this option to unlock your device successfully.
We're here to assist you every step of the way and restore your faith in our services. If you have any more questions or need further assistance, please don't hesitate to reach out.
Best regards,
Charlotte
