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Business Profile

Telecommunication Consultants

The Unlocking Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunication Consultants.

Complaints

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

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    Customer Complaints Summary

    • 40 total complaints in the last 3 years.
    • 15 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/31/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Made a purchase on 10/25/23 to unlock my phone from previous carrier. Site says it can take up to 72 hours. After waiting 72 hours I tried emailing the email address on the site and as of today 10/31/23 no response has been received. The site is completely down without warning or any notification. I'm looking for FULL refund. This site should be banned from doing business I feel scammed.

      Business Response

      Date: 05/09/2024

      Sorry for the wait, we had to deal with some personal health issues and ended up shutting down for 7 weeks, and some orders were caught in the mix. I take full responsibility, could we get your order number or if you like, email us and we'll make sure we take care of this immediately for you!

    • Initial Complaint

      Date:10/28/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Stay far away from theunlockingcompany.com. I paid $28 for them to have my phone unlocked within 72 hours. After 96 hours I sent them an email. No response. After 144 hours (six days) I sent a text. No response. You can't call their number because it always says that they are away from the phone and they tell you to email or text. They threaten on their website to retaliate if you try to get your money back or write a negative review.

      Business Response

      Date: 05/09/2024

      Did you get your refund? I'm sorry for the late response, both my partner and I were out for 7 weeks due to illness and it was sudden, and some orders got caught in the mix. Please respond or email us with your order number and we will take care of this immediately for you. Sorry again and I hope you let us make this right! Thank you.

      Customer Answer

      Date: 05/09/2024

       
      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:10/22/2023

      Type:Product Issues
      Status:
      Answered
      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.
      The date of the transaction was Tuesday September 26th, 2023 at 3:26 PM EST. The amount that I paid total was $27.99. TheUnlockingCompany was committed to "Over 97% Success Rate 300+ Daily Orders Cheapest Prices Online Fastest Delivery Time 24/7 Customer Service 100% Secure Checkout With over 12 years experience & 3 million phones unlocked to date, The Unlocking Company has established itself as the most trusted and visited website on the planet for all your unlocking needs". The device was a Samsung Galaxy Amp Prime 2 with a expected Delivery Time: 1 - 72 Hours Carrier: Cricket. The company claims "We refunded your order last night (minus any fees associated with checks, server costs, man hours, etc as agreed to in terms and conditions) on Sunday October 1st 11:10 PM EST. It is Sunday October 22nd 2023 and there is no sign of a refund initiated from my bank nor partial, just the originals transaction. I am looking for a full refund of the $27.99 since they were not able to unlock the phone. The order #*******

      Business Response

      Date: 05/09/2024

      Thank you for the comment, i'm sorry for the bad experience. If you could please email us or respond to this message with your order number I will make sure this is taken care of and you are refunded immediately. Thank you and we wait for your response!

    • Initial Complaint

      Date:07/17/2023

      Type:Product Issues
      Status:
      Answered
      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.
      So, essentially, my issue is that this "company" takes people's money for a carrier unlock service. They then wait several days, proceed to tell you the service is uncompleteable, and then tells you they can only refund half your money. Additionally, their TOS is aggressively worded to essentially threaten you with a backlisted device if you do a chargeback for fraud, or post a negative review calling them out on their fraudulent behavior. Additionally, the TOS is incredibly difficult to find-- only available on the checkout page. There's a link to it at the bottom of their homepage, but it's a dead link-- it doesn't go anywhere, only a "page not found.". The download.htm file included is a copy I managed to save from the little tiny version of it in the checkout page. The same goes for the privacy policy, which I can't find anywhere on the website as I don't think it exists. Additionally, the segment of the TOS I included as a screenshot mentions a link to a refund policy on the home page--- there is no such link. There's mention of a 100% satisfaction guarantee, or 100% of your money back. I'd like to attempt to take this route, but I feel as if it will cause me to be strongarmed and harassed by the business and threatened with a bricked phone. I don't want to scream fraud, but the more I dig into this website (which I suppose I should have done before spending money, eh?) the more I see it. The threat of blacklisting seems to be a strongarming tactic threatened to thwart exposure to said fraud. Their vague and threatening TOS, along with their shady refund practices, are a problem and lack any transparency at all. It's like they try to hide the TOS on purpose, so they can use it as a weapon against you later.

      Business Response

      Date: 05/09/2024

      We're you able to get your whole refund? I am sorry for the late response and bad communication, my business partner and I were out of the office for health issues and it came on suddenly, had to shut down the website for 7 weeks. But I take full responsibility and will make sure we make this right for you. If you could respond to this or email us I will make sure you are fully refunded! Thank you. 

    • Initial Complaint

      Date:06/29/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 to get my device unlock code was told to wait 1 to 72 hours. I waited 72 hours and heard nothing. I attempted to contact them through all available methods that were on the website. The website said you can email *******************************, that was bounced back because that email doesn't exist. I attempted to send an email to *****************************, and it has been 3 days with no response. I attempted to use the number for whatsapp that is on the website, and again no response. I would like to get my device unlock code, but if I can't I would rather get my money back and I will let anyone know who tries to use this company to unlock your phone, it seems like a scam.

      Business Response

      Date: 05/09/2024

      Yes sorry about that, the first email is old and needs to be taken off. Have you received your refund. Sorry for the miscommunication. Please contact us and I will personally make sure you are refunded and this taken care of. Thank you.

    • Initial Complaint

      Date:06/29/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      These people don't think they have to act like a business. I have an email thanking me for my purchase that's it. I've called left two voice-mail. On top of calling 20 times. Emailing and texting. No response to any of my attempts to contact them. In the email of my purchase reciept in red letters says pretty much if I complain they can brick my phone which will make it a paper weight. I just want an immediate refund and an explanation of why I've paid for a service that I did not recieve. Or I want my phone unlocked like yesterday. I've posted this complaint because it seems like the complaints on here are the only thing this company will respond to. I run a business and I would never make my customers feel like they weren't important. Nor would I still be in business if I had behaved in anyway like this business. I was told a week by carrier to unlock but went with this company because it was 1 to 72 hours to unlock. False advertising. Also are voiding any of there policies because I didn't recieve the service I paid for which includes customer service which they obviously do not have.

      Business Response

      Date: 05/09/2024

      Sorry for leaving you hanging like that, I take full responsibility. If you havn't received your refund already, please contact us or respond tot his and I will personally make sure you are refunded! Thank you so much. 

    • Initial Complaint

      Date:06/27/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Will not return calls or emails an dont give the service you paid for

      Business Response

      Date: 05/09/2024

      Hello, sorry about that. Were you responded to? Please email us or respond to here and i will make sure you are refunded and the unlock delivered if you still need it. Thank you! 

    • Initial Complaint

      Date:09/08/2022

      Type:Product Issues
      Status:
      Resolved
      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 asked them beforehand if they could retrieve the *** code for my ******* note 10 with ATT. They said they could and asked me to pay $75, said it would be available in **** days. 10 days passed and nothing came back, I had to email them and received the answer of their system experiencing delay blah blah and asked for a few more days. Those days passed and I asked for refund, they said to give them a few more days. I agreed and after that still nothing. I demanded a refund which they reluctantly said they refunded me. Now even after 2 weeks, I saw no refund in my bank. They are scammer, i do not know where all the good reviews came from.

      Business Response

      Date: 09/10/2022

      We refunded the purchase as we were not able to unlock the device

       

      it takes 4-8 banking days to reflect on your account should be in your account by next week due to labor day weekend

      Customer Answer

      Date: 09/15/2022

       
      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,

      *******************

    The Unlocking Company is NOT a BBB Accredited Business.

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