My father died yesterday. My parents live overseas, so I have to fly there urgently, and have no idea when I will be back. I called T-Mo asking to unlock my phone and was told that my contract was too recent for that. After 30 min on the phone, explaining the situation, back and forth, being put on hold, making two full monthly payments in advance, I was finally told that my unlocking code would arrive today. Instead, what I get today is an email message giving me the same spiel -- your contract is too new for the phone to be unlocked.
Really, T-Mobile? I gave you $150 on May 30. I gave you another $150 yesterday. I signed a legally binding document stating that I have to pay you the full cost of the phone, no matter what. I have an excellent credit history and am the kind of a customer that any company would want, and no company would lose money with. But you want me to make a commitment to give you money for the next 2 years, for a device that I can't use, especially in a major family emergency? And even if it were just a regular extended overseas trip, not an emergency, wouldn't it be enough for you that I have signed a legally binding contract and gave you almost $300 within the last 3 weeks? In this case, what is the point of having this contract with you? I could've just as well bought this phone unlocked... which is what I consider doing now. If I have to pay off the remaining cost of the phone now, to be able to use it, I am going to take my business elsewhere once I return to the U.S. -- to some other carrier who has a little more compassion and a lot more common sense.
I wish your site made it clear that your phones are usable in the U.S. only, unless paid in full, for the site visitors. I feel that T-Mobile lies and misleads, by not fully informing its customer on how they will and won't be able to use their phones.
I am so disgusted with your greedy rules, I am planning to tell my story on every social network I belong to. Maybe some public shaming will make your top managers take notice... not that I am holding my breath.