@Francisco_C
I don't know why we bother suggesting using the chatbot at all! IMO, it is an extra step that only delays getting help. Many times you end up in a mindless loop and ultimately having to use the direct message. Some of the oracles recommend using the direct messaging straight away. Considering that a response from a customer agent could take several hours (and even days if busy), the chatbot can be an extra waste of time.
I have contacted customer agents for many things including activation issues, missing service, poor signals, dropped calls, payment corrections, reward points, ever safe identification, corrections, etc etc. a customer service agent has never asked me for the IMEI. The IMEI should already be stored in your account profile. Therefore, if the chatbot is asking for it automatically, IMO, it is a waste time and an easy step for you to trip up because of the length of the IMEI.
When you direct message a customer service agent, they will ask you to verify your identification. For me, in every case, they asked me to provide two (2) of the following: my account number, the last four digits of my credit card, date or amount of my last payment. I always include the first two bits of information (watch out for the number of zeros in your account number !) in my first message to a customer agent to save time.
Good luck.
