Complaints

This profile includes complaints for The Unlocking Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Unlocking Company

  Zephyr Cove, NV 89448

• 

  The Unlocking Company

  PO Box 805 Zephyr Cove, NV 89448-0805

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I needed my phone unlocked for an international trip and chose this company because they promised to complete the unlock within 72 hours. I had already purchased an eSIM in preparation and was waiting to activate it once my phone was unlocked.
  
  Shortly after initiating the process, I received a message from the company stating that my phone was “tricky” but that they would continue working on it. The message seemed suspicious, so I copied it into Google and discovered that the exact same message had been sent to many other customers who reported similar delays and concerns.
  
  Despite this, I gave the company the benefit of the doubt based on their strong reviews from a site I trust. My phone is a completely standard model with no unusual issues, so I didn’t understand why there would be any difficulty unlocking it. Eventually, I received a final message stating that they could not unlock my phone and would not be issuing a refund. ( I expected this final email based on other complaints from other customers.)
  
  I requested a refund anyway and was told it would be processed immediately. I was initially relieved that the company agreed without resistance, especially given how many others online had reported difficulties obtaining refunds when the service was not delivered by the company. However, that was 19 days ago, and I still have not received the refund. As a small business manager, I understand how refunds work: once issued, they typically appear in the customer’s account within a few days. The credit card I have normally processes refunds instantly when the company issues them and they show up immediately as "pending" on my credit card account. At this point, I no longer believe the refund was ever actually processed, and I am requesting that it be issued without any further delay.
  
  Because of this failed service, I was unable to use my phone abroad, which made my trip significantly more difficult and far more expensive than it should have been.

  Business Response

  Date: 06/30/2025

  Good morning, as stated over the weekend, we had opened an investigation with our merchant account manager, which they responded this morning, most merchant companies do not work on Weekends so would have been impossible to have the investigation open any sooner. We should have answer from them by Thursday as it can take up to 72 business hours for them to close their investigation

• Initial Complaint

  Date:06/05/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are a complete scam! In business for 12-14yrs? Can you get that even right Ive paid for an unlock code then was required to provide further info about my device which is not stated on website, but they said it was (company policy), obviously I did not receive what I paid for and now still have an LOCKED phone I couldve spent this money with another company who actually can unlock it that Ive used before, only chose them because I thought a cheaper price was good turns out I was wrong and then if you do this or disput with your bank for the charge they threaten you or to blacklist your device which is ILLEGAL, only phone original carrier can Blacklist the phone I want my money back or use your Guaranteed Unlock Method without asking me for more money!

  Business Response

  Date: 06/06/2025

  Good morning ***** I am sorry you had a bad experience with us. Let me clear a few things up to help you better understand our process. The reason we ask for additional information, security patch and build number, is to provide alternate options to unlock your device which could include a windows computer method. We also confirm the prompt you receive when you enter a sim card that is not from Straight Talk to ensure the code method would be successful which we do by asking this question:
  
  When you power on the phone with a NON ACCEPTED sim card, what message appears when you get to the home screen?? (Pictures Work Too)
  
  If you are not getting a prompt, On your phone, dial #TFUNLOCK# (#********#) to access the TFUNLOCK Menu please let us know the message you receive

  Some ******* Galaxy A15 devices from Straight Talk may not prompt for an unlock, which would require unlock based on security patch and build number, if compatible. In your case based on the security patch and build number the device currently is not available for unlock through the other method. We unfortunately can not unlock the device within the 1-72 hour services we have available (nor can any other company) and as per our email we can continue to work on unlocking the device. If you would not like us to continue with unlocking the device we would be happy to refund 100% of the purchase and you can continue to use Straight Talk until you have fulfilled your requirement with them. 

  We only blacklist devices for Fraud by purchasing with a stolen credit card  - as per our terms and conditions. We blacklist devices under these reason codes: No Cardholder Authorization, Fraud: Card Present Environment, Fraud: EMV Liability Shift Counterfeit.  

  I hope the information has been helpful in understanding the emails sent, the process we provide as well as the refund policy we follow. Please let us know if you would like us to continue working on unlocking your device or if a refund would be better suited to your needs. 

  Customer Answer

  Date: 06/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted this company to get a phone unlocked they took my money promising results in 72 working hours, that was on November 15th they then said it was taking longer and to give them 5 to 15 business days, I went to contact them by email and the emails have disappeared, and the customer support emails and phone number online are not working. Now I have no way to get my money back other than to file a dispute with my bank

  Business Response

  Date: 12/02/2024

  Good morning Franziska, I hope you have a wonderful Thanksgiving Holiday weekend with your family as our employees did. It is great to sometimes get a break from work and enjoy some much needed family time. 

  We sent an email on November 18th to ****************** and this is the first we have heard from you since we sent that email. The email is as followed

  Good morning Franziska, unfortunately the unlock was unavailable with the fist two services we tried. We can put the ******* phone into a more expensive, exclusive server (which we can cover the cost for) so that's no problem. But it will take a little longer as the code for your specific phone is very hard to get, in-fact most companies don't even have access to this kind of code. But we can pay the extra funds and submit it asap. It could take 5-15 business days. I will personally make sure that I send it out to you the second I get it back! If you would not like to proceed I totally understand and we can refund the purchase. Thank you again for your patience and let us know how you would like to proceed

  Unfortunately we have never heard back so we have yet to refund or submit the **** in the other service. We do encourage all of our customers to contact us through email, WhatsApp, ******** messenger, text, phone call, or voicemail so we can provide assistance as we would have in this case. 

  If you would like us to provide assistance or refund we would be happy to provide that help. Please email *********************************** and we can proceed with either option

  Thank you again for voicing your concern and hopefully we can come to a resolution 

  
  

  Customer Answer

  Date: 12/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid them to unlock my phone so it will read my **** card and they have not it's been 2 months and u have no other phone in my house I make appointments and work needs to get a hold of me which they cannot because this company will not unlock my phone and is only wanting to charge me more money which I do not have.. I need my phone unlock my family depends on me for everything

  Business Response

  Date: 08/28/2024

  Hello *****, the order was placed a month ago, we have been working diligently to unlock the phone for the price paid. We sent email this morning of an alternative solution that would have the phone done today or we could continue attempting at the price paid, or we could refund 

  Please let us know what option you would like to go with, we have the highest success in the industry and we offer our unlocks at the best price you will find anywhere but we are willing to do whatever you want us to do. 

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22209003
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 08/29/2024

  I refuse to pay again for a service. They wanted to keep charging me money I don't have to unlock my phone.. this has put a damper on all my appointments 

  Business Response

  Date: 08/29/2024

  We provided the service that would unlock the phone based on what was currently available, you did not want to proceed and payment was refunded based on the terms and conditions agreed to when checking out. 

  Sorry we were not able to provide further assistance in unlocking the device, the service is still available if you ever change your mind 

• Initial Complaint

  Date:07/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Just like hundreds of other people reviewing TUC on Reddit and other sites, we paid them to unlock a phone and were almost immediately told that they cannot unlock it and will not be offering any refunds. They claim to have a 97% success rate yet every single other customer I've contacted that has dealt with them has had the exact same experience; not one person has a real genuine success story working with these people. The Unlocking Company is blatantly scamming just about everyone and then they threaten to blacklist your phone using your imei if you request a refund (which is very much fraud and illegal, no matter what they put in their terms and conditions). Asking for a refund and/or telling them you're going to write a truthful review does not give them the right to assume the phone was lost or stolen (the only thing that legally allows for blacklisting of a phone). I am waiting to see if they will actually try and blacklist my phone or not because if/when they do I will be immediately filing a court case against them.

  Business Response

  Date: 07/21/2024

  This person didn't even reach out to us before opening up a complaint. We tried to reach out, and no response. We have already refunded the order as they will see. Yes, we do have a 97% success rate, and if we don't, we continue to try and get the unlock putting in both the funds and the man power to make sure it's done. If they would of emailed us first, we would of been glad to refund. Which was done. Lastly, neither can we or do we blacklist a real customers phone. We simply put that in a few disclaimers just like every other unlocking company does, in order to steer off scammers who have stolen phones or even worse, stolen cards and continue over and over to use them with poor companies like us as we pay 45$ chargeback fees. We have never blacklisted a phone as we wouldn't do that, and is only illegal if we follow through. Which again, would never do to an innocent person. We could of skipped all this but some customers prefer to go and smear companies names first and ask questions later which is sad. Again, i'm sorry for the inconvenience and i'm sure you're a great customer who just took the disclaimer wrong. Our apologies. You have been refunded, if it hasn't showed up yet, it will any day now as banks take a few days to do the paperwork and it to show back up in your account. Take care. 

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid the theunlockingcompany. com $27.99 on January 12,2024 to unlock the network on my cellphone. After 3 days of no contact fro them I look on their website only to find that in is currently down do to technical issues. I have emailed them 3 times with now response at all

  Business Response

  Date: 05/09/2024

  Hello! I am so sorry for the bad experience you had with us, both my partner and I were out due to emergency health issues and had to shut the website down. I take full responsibility and absolutely want to make sure we make this right for you sir/ma'am! Can we please get your order number so we can take care of this for you! 

  Customer Answer

  Date: 05/10/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******* **

• Initial Complaint

  Date:01/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a fraud. It's been a week since I paid to unlock my Samsung phone and this company said it would take 1 - 72 hours for me to hear from them. 72 hours has turned into 288 hours and the emails I have sent to their support/sales team have not been replied to. They claim on their receipt that they do not refund and they threaten their customers that they would even blacklist the phones of those who speak out. What arrant nonsense??? This company lacks decorum and their customer service is trash. I've never seen a company that brazenly takes a customer's money and still threatens to blacklist their phone. This company does not need to operate in the public space because it is totally all about ripping people off.

  Business Response

  Date: 05/09/2024

  I apologize for the bad experience you had, we would never ever blacklist a customers phone, we simply add a reminder to fraudulent orders and or scammers that steal credits and phones in order to steer them into not ordering from us again, as we sadly deal with so much of that in our industry! As far as the no reply, we had to shut down our website for 7 weeks due to some personal health issues with both myself and my partner, and a few orders fell through the cracks. But I want you to know we take full responsibility and if you could please respond with your order number or email us and we'll take care of this for you immediately! Thank you and I hope you had a fantastic day!

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the unlocking services for two phones on January 5 2024, they told me that it would take 1 to 72 hours to have the phones unlocked, on the 7th they sent an email with no updates, just letting me know "they are working on it". After the 7th there was no communication from them as to tell me the status of the unlock as they promised on the 72 hours mark, no answers, their business phone is radio silenced, their company whatsapp alwyas says closed, sent them 3 emails and not one was answered, I want my money back, or as they say, that if us as customers review them negatively they blacklist our phones or even if we try a chargeback as they'll consider that fraud. Well, they are defrauding customers by not answering and taking their money, I have contacted Attorney General's Consumer Protection Division to see what are my options.

  Business Response

  Date: 05/09/2024

  I apologize for the late reply, we had to shut down the website for a couple months due to personal health issues. As far as the blacklisting, we can not or would never due that to a customer, we simply lay that out sometimes to lure fraudulent orders or scammers (which we deal with on a daily basis!) into not ordering from us again, and causing difficult situations. If you could get back to us with your order number and or email us I will personally make sure you are refunded and if you still need to unlock it, look into seeing what we can do for you! Thank you so much and we look forward to hearing from you!

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction details
  November 10, 2023
  $27.99
  Paid to get my iPhone 13 Pro unlocked in 3 days and never did
  I request a full refund as my phone was never unlocked and still is not unlocked

  Business Response

  Date: 05/09/2024

  I am sorry for the late response. If this hasn't been taken care of already, please respond or email us and we will take care of the unlock as well as the refund. 

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I switched mobile carriers and my carrier kept my phone locked, even though my bill was paid in full. I found this website through a You Tube video. You provide the IMEI and they unlock your phone with 72 hours. I placed my order and was charged a fee of $27.99. I have not from them since I placed my order. I have reached out three times. They do threaten you in email form once you place your order with the below:
  
  We submitted your order to our supplier the INSTANT that you ordered, and unfortunately in this industry we don't have access to the unlock directly on us. How it works is - we send the phones information (Your IMEI, etc.) to our supplier, the manufacturer source, and we have to go off of ESTIMATED/AVERAGE delivery times. And then as soon as it's DONE, they will email us back notifying us that your unlock is done, and within SECONDS we will email you the unlock and easy unlocking instructions!!! That simple!
  Unfortunately, there are a lot of people that take companies like us for granted. We run into a lot of individuals that threaten or blackmail us with bad reviews or chargebacks in order to get their way, and we just don't feel that's right. Because of those lousy circumstances, we do have to remind our customers that if that happens, we consider that FRAUD, and have it in our full rights (which agreed to in terms and conditions) to BLACKLIST the phone via the IMEI which was given during the order, rendering the phone useless. NOW, let me be very upfront about this: this is only for people trying to work the system, threaten negative reviews or chargebacks, when it's not warranted or to simply bully us into doing what they want. Unfortunately, there's lots of fraud in this industry. But to EVERYONE else - you can see by our 14 years of experience, 99.9% customer satisfaction, BBB account, Reseller-Ratings reviews, over 100+ tech channels we partner with - our reputation speaks for itself.
  
  I would like a refund in full and this company penalized.

  Business Response

  Date: 05/09/2024

  If you could give us your order number, I will personally look into this and make sure your order is taken care of. I apologize and thank you for your patience, we had to shut down the website for 7 weeks due to personal health issues. I look forward to your response and making this right for you. Thank you! 

  Customer Answer

  Date: 05/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it hasn't been resolved. My order number is Order #*******. 
  
  
  
  Sincerely,
  
  
  
  ********* *********

  Business Response

  Date: 05/10/2024

  Hey *********! I'm sorry we didn't get back to you right away. Both my business partner and I both had emergency medical issues and had to close down the website for 7 weeks. I have FULLY refunded you just now, and if you need any unlocks in the future i'd be more than happy to do them ON US! I apologize for the stress, inconvenience, or anything else I caused you. The email that we send on rare notices, is to just keep scammers from purchasing again (stolen cards, stolen phones), it sadly is just a huge part of our industry, and we have to be forward about it. But that in no way should of dragged you into, I am embarrassed and so sorry. Again you've been refunded, and I hope you have a great start to your weekend! Take care and God bless.

  Customer Answer

  Date: 05/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I haven't seen the credit post to my account yet. 
  
  
  
  Sincerely,
  
  
  
  ********* *********

  Business Response

  Date: 05/15/2024

  It was refunded 5 days ago! It will show up any day now :)

  Customer Answer

  Date: 05/17/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* *********