10-04-2019 04:14 PM
Last saturday on bestbuy at 4024 Wards Rd Ste A, Lynchburg, VA 24502, I bought an iPhone that was supposed to be UNLOCKED but I found out it is LOCKED to AT&T. This is absurd. I tried unlocking at AT&T website but it says:
"Looks like the device you want to unlock is active on another AT&T account. The owner has to remove it from their account first. Did we get that wrong? If you're the owner, call 800.331.0500 or 611 from your mobile phone to confirm."
I called bestbuy customer service and they said I should return it to the store, but now I am thousands of miles away outside the US.
I lost the receipt.
Can't you just unlock using the IMEI on AT&T?
10-04-2019 05:30 PM
It sounds like you purchased one of the Universal iPhones Best Buy sells, which can be activated on any North American carrier. Unfortunately, these are not "unlocked" phones and will lock to the first carrier sim inserted into the device. This is sometimes called the Reseller Flex policy depending on the literature involved.
Best Buy has no method of locking/unlocking phones. The lock is initiated within the iPhone software during activation when a sim is inserted and at that point the carrier of the Sim inserted would be responsible for the unlock.
10-04-2019 05:35 PM
It was sold as UNLOCKED and I paid the premium price for a fully unlocked iPhone. The 1st sim card inserted was my original one from my country but it said Invalid Sim. AT&T website says it is locked to another device. This is ridiculous and is absolutely not right! It was sold as unlocked and should work on any carrier worldwide. Why did you charge me the price for a regular world unlocked iphone then? I really feel scammed by BestBuy here. You can absolutely unlock it on AT&T as it is locked there. I am calling my credit card to refund this purchase. I didn't buy an iPod. For anyone who is reading this, DON'T BUY "UNLOCKED" PHONE AT AT&T. IT IS A LIE, A FRAUD.
10-07-2019 12:00 PM
Welcome to the Best Buy Community forums, and thank you for reaching out about this. I'm sure not being able to use that phone you bought is a large inconvenience for you.
Best Buy does not have the ability to unlock phones in any circumstance. The above post by jdogg836 is right on about that, and about us generally selling only universal phones as opposed to unlocked.
An in-person return is likely to be the best way to get this resolved for you, but I would be happy to check to make sure there are no other options.
Please send in a private message by using the link in my signature below this post. I'll need your name, email address, phone number, and the serial number for that phone.