Unable to Unlock Phone bought from Carphone warehouse on O2 Contract

[Anonymous]

Hi, I recently switched phones and want to pass on my Samsung S5 to my daughter, I contacted O2 Customer services yesterday and after going through all the details was told O2 could not unlock the phone as I have got it from Carphone warehouse and that O2 did not have a record of the IMEI number, I contacted CPW and was told it is O2's responsibility to unlock the phone and they do not unlock phones, now I am really confused, their seems to be an issue between the systems of O2 and CPW and I am now stuck in the middle, I pay may bills to O2 AND THEY ARE MY NETWORK PROVIDER so I cannot agree that I should have to go chasing to get this resolved, I am still an O2 customer and the contract I have is for O2 Services, please can someone help and advise how to proceed, please do not tell me to go back to CPW as they have confirmed they are not responsible.

Thanks 

[MercedesS]

Hello @Anonymous, welcome to the O2 community!

How are you doing with the phone? Did you find out why it was locked?  As @MI5 and @Cleoriff said, it shouldn't be locked.

Let us know if there is anything else we can do to help 

Thanks a lot @Cleoriff and @MI5 for the help