Please see the email below, detailing the unlatching code request and the date it was submitted. After being told that despite this confirmation, the unlatching request was "lost" I have been told that it could take up to a further 7 working days. As you can see I'm out of contract and expected to have the code by now. After calling the support call centre to speak to someone directly, they told me there was nothing they could do. They couldn't escalate my case, because the unlatching team is a "back office" department and not contactable, puh! Quite unbelievable, and I had both the agent and the manager tell me that these problems have been ongoing for some time. Why hasn't this been addressed already for customers in my position who are out of contract?
I fail to see how this is anything other than a ploy to extract money from customer by delaying their migration off the o2 network.
I was very happy with o2 and have been a customer for many years (first through the carphone warehouse, and for the last 2 year contract, directly).
Hi Robert
An unlatching code request has been requested for IMEI 3553100xxxxxxxx
This has been requested from the manufacturer and will be sent as soon
as we receive it this can take up to 10 working days .
Kind Regards
Back Office Support
Customers name
Robert XXXXXXXXX
Customers mobile number
07812XXXXXX
Customers alternative contact number
07812XXXXXX
Customers email address
robert@xxx.com
IMEI number
3553100xxxxxxxx
Handset manufacturer
Samsung
Handset model
Samsung Galaxy S2
Date of activation
22/05/2011
Todays date
12/05/2013
