Hey how are you ,I will Try to Help you with This Issue
In some cases, I may need more info to assist better. I apologize for any delay.
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If you see a call request on your screen ,That is an automated feature the web site offers all customers.
By time these lock cylinder will freeze up( from dust ,debris, non use over the years , in a lot of cases you can get wd40 spray and spray inside the lock cylinder by inserting the plastic spray tube where key goes to turn it and fill with wd 40 and come back try turning key left and right with some force and see if it loosen and ,lock it , if it does not ,that lock needs replaced , the push button release of trunk is separate than lock cylinder ,so butoon working does not mean locks cylinder should work , there operation not related to each other
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It can be difficult to do without seeing the vehicle.