Unlatching request

[Gallen91]

I made an unlocking request on Thursday and I was emailed on Saturday to say that I did not provide an IMEI number for my iPhone 7 unlocking request. Unlatching Request - Kana Case ID: 1028287521 (KMM1690763124I15977L0KM)

I did, twice, once online and once on phone to customer care on Thursday. Since Thursday I have provided the correct IMEI number 5 times to o2. I contacted o2 to resolve this problem on Saturday and was reassured that it would be sorted for today. The advisor said it was being passed on to the escalation team. I contacted o2 again with no joy and was told the problem was being sent on to the A team. I was told I would be contacted in another 72 hours.

I’m sure you can sense my frustration. I am disgusted at how I am being treated. I have been a loyal customer for 15 years and the lack of customer support I have been shown is appalling.

Please can someone help resolve this issue instead of just telling me to wait another 72 hours.

[MI5 · Accepted solution]

Our community help is here https://community.o2.co.uk/t5/How-to-Guides/Unlocking-an-O2-phone-to-use-a-different-SIM-card/ba-p/1... but that's as much as we can do as cus6like yourself.
I'll tag @EmilieT to see if there is anything she can do to help.

[Gallen91]

Thank you. Any help or proper communication would be greatly appreciated

[EmilieT]

Hi @Gallen91, and welcome to the forum  I've just sent your a Private Message to get a couple more details so we can see how to speed things up for you on our end 

Thanks @MI5 for the mention!