Refusal to unlock Samsung finance device

[userlEbcuUA39U]

After having a chat with smasung care they forced me to talk to my carrier even if I purchased the device directly from samsung and financed through samsung finance as well. My carrier doesn't even have my device info or anything on their network side so they can't even send the needed unlock info. After talking to my carrier I was told that this is on samsung and that since it was purchased through them there is nothing on their side they can do to force the unlock through.

[RobXbalboa]

Is it paid off?

[userlEbcuUA39U]

Yup. Even sending screenshots of everything that was going on for the different steps.

[Dan2023]

Though you purchased the phone from Samsung, was it an unlocked device or was it a Verizon or AT&T specific model? If your device is an AT&T or Verizon model, each of those carriers allow you to obtain your unlock code from their websites using your IMEI.

[userlEbcuUA39U]

T-Mobile. But looking under unlock status it is unknown and when using imei it says it isn't in their system. It also throws an error saying it is not eligible for unlock in the advanced network settings area.

[Dan2023]

What you're saying is very alarming; that your phone is not showing any information on your carrier's network is mind blowing. I would work with your carrier to resolve this issue.

Is the phone paid for?
Are you using a third party carrier, like Mint Mobile, that leases T-Mobile's towers? If this is the case, you should be contacting the third-party carrier and not T-Mobile.

[userlEbcuUA39U]

I am a T-Mobile postpaid customer. I also worked with them and since it was purchased through samsung directly would be the main reason there is a lack of info on the carrier side. They put in for a device unlock on their side so hopefully it goes through. Also the Fold 5 is a T-Mobile branded device not unlocked.

[Dan2023]

I'm confused. If your using the T-Mobile network and are being billed by them, then they have to see your phone on their system, or else how would they know what to bill you for your usage.

I was a thirty year customer with AT&T and bought AT&T specific phones via Samsung. I've never had anyone there tell me that they didn't have information on my phone.

Perhaps I'm misunderstanding you?

But you seem to have an answer from your carrier, and hopefully they can resolve the issue for you.

Have a happy and safe new year.

[userlEbcuUA39U]

For the unlock portion it is possibly because the financing was not through the carrier directly but through samsung. But they do have the imei (esim imei at least), they also confirmed the EID and the iccid of the sim for confirmation.

[Dan2023]

Okay. Then they have some info.

I bought my last two phones through Samsung, but was able to pay in full with a substantial trade-in discount.