Formal Complaint Regarding Locked Phone Despite Full Payment

I am writing to formally express my dissatisfaction with the recent experience I had with your service.

My sister purchased a phone from Foneyam 7 days ago, and all payments – including the one that was due in 7 days – have already been made in full. Despite this, the phone was locked, which is unacceptable considering the account is fully paid up.

Due to the lockout, my sister was unable to contact your customer service herself, so I called on her behalf. I provided all necessary details and explained the situation, yet your representative, Lucky, refused to assist without speaking directly to my sister. I explained that she was unavailable at the time and that I would not be home before your call center closes at 6 PM.

Unfortunately, not only was Lucky unhelpful, but also rude and dismissive throughout the call. I found his attitude arrogant and completely unprofessional. As a paying customer who fulfilled all financial obligations, I expected basic support and understanding – especially under these circumstances.

This experience has been extremely frustrating and disappointing. I strongly believe that no customer should be treated this way, particularly when they have met all their payment responsibilities. I urge you to review your support policies and ensure your representatives are trained to handle such situations with more empathy and efficiency.

At this point, I expect the following:

Immediate unlocking of the device, as all payments have been made.

An explanation as to why the phone was locked despite full payment.

Assurance that this will not happen again.

If this issue is not resolved promptly, I will have no choice but to escalate it further through consumer protection channels and consider sharing my experience publicly.

I hope to hear back from you with a resolution as soon as possible.