The unlock code given failed and the refunds policy is quite arbitrary. So you basically get cheated. I don't own another recording video device to get the process filmed to show the unlocked code doesn't work and at last I'm not going to proceed to another failed attempt with the code that has been given to me just to show it fails. As you may know the failed attempted are getting the total failed try closed to the freezing unlocking situation.
Bad customer service in case of a non working unlocking code on a Blackberry passport. Highly not recommended.