AT&T Store — Attraction in Olive Branch

My wife and I went into this location about 4 or 5 months ago to transfer her number off her parents account and for us to open a new account under our name.

We were helped by an awesome employee who is no longer there but unfortunately something happened where the new account was setup under my mother in law’s name with her SSN and access code. My wife traded in her old phone in the process to get credit towards her new phone. We were told to wait 48 hours and the info would update. We were also told we couldn’t get our trade in phone back if we cancelled service at this point as it was already put into a drop shipment. We waited 3 days and nothing changed so we went back to the store.

On our second trip up there we were told that we could try changing the info into my wife’s name. The Manager spent a good amount of time “coaching” the in store employee on how to get it past the fraud department. Three separate attempts and nothing worked now the account was marked as fraudulent and no new lines could be added and info couldn’t be changed. Fraud department said waiting 72 hours while it was investigated was our only option.

We waited for 3 days and went back to the store for our 3rd trip. This time we tried to open an account under my name so we could transfer her number out and keep our trade in credit. After trying to open an account under my name we were informed that our address was marked as fraudulent and my info wouldn’t work. Employee there contacted the owner of the store and he told us to come back the next day and we would try one last attempt to make this right and the owner would speak with us.

Next day we go back and talk over the phone with the owner. He tells us that he is very sorry for how this has happened but his hands are tied on cancelling or not as we signed a contract to open the account. He says he will submit some kind of form to have the info changed on the account but hearing back could take several days. We waited the week and no call back from the owner and the account info hasn’t updated. I’ve called the owner multiple times and left multiple voicemails with no call back. We are now stuck paying for service for two years which is not in either of our names and we cannot add lines to all because of an error on this...

Went in yesterday with only two customers being helped and the rest of the store empty. Two AT&T employees wouldn't even make eye contact for over 20 minutes as my wife, daughter and I stood waiting. We were coming in for 2 new phone upgrades. Finally got acknowledged and was told by 1 employee they were almost done migrating the customers phone they were working on when we arrived soon. 45 min mark were still waiting and told the same thing. 55 min mark we are asked which phone we were interested in and told will be with you in just a couple minutes. 1hr 10min mark we find out they don't even carry the first phone (one we asked about) and anything 512mb memory and up they always have to order online and come in a few days later. To boot, we are then told we can't trade our AT&T phones until a day or two later to get the trade in special. Whole thing was a total waste of time. AND...they were still working on the original two customers still as when we first arrived when we left. So I'm not sure how the store is even still open when things move that slow in selling phones/plans. Looks like I'm heading to the Verizon store after New Years as AT&T doesn't seem to want to make 2 new phone sales from an existing customer....and wasted 1hr 10min of my time for the last time. If you must go with AT&T, skip...

Jonatan added me to my wife's plan very quickly 2 nights ago to set up a personal iphone 15 with all my company cell phone info/apps copied over. Then when I messed up the new "non-business" phone by having it somehow apple account try to change the new non-business phone to be the business phone number. Bottom Line: my new phone was confused with business phone setup and was in SOS mode and not functional as a phone. Thought it might take quite alot of time to undue my mess, but Samantha at ATT undid my mistake in 2 minutes or less this afternoon. I really appreciate the quick response/attention I received and very fast fix that I did not expect! Will definitely return or advise others the customer service/technical knowledge...