AT&T Store — Local services in Albany

On 11/22/2023 I went to AT&T to open my own line with the same number. I was previously on my Mom's family plan. We spent about 3 hours at AT&T because the sells rep Mark kept messing up the application and had to go over 5 times to complete it. When the new iPhone was set up , it was not making calls at all. I retuned to AT&T on 11/24/23 and told them that my phone was not making or receiving calls. I was rudely greeted by a dark-skinned black woman with cornrow braids. She said " Gimme yo phone! " and snatched my phone from me . She walked to the other side of the store. She was very secretive with my property and did not give me updates. I had to walk over to the center table to ask for updates. I could not get her name because she was hiding her name badge from me . After her and the manager toyed with my phone for over 2 hours and no progress, they finally said " oh your phone has a delayed in transfer ". I asked them how long will it take to get fixed and they both laughed about the situation. They finally told me that they don't know. I told them that I would like to close this line since I cannot make or receive calls. I told them that I will be going to Verizon to open a new phone line. I had to rush back to get all the things that came with the iPhone to return it. They told me they processed the return and closed the line. I have the receipts as proof. Yesterday, I got an email from AT&T saying that I had a bill of 171 due soon. Mind you I had a non working phone for 2 days. I called this AT&T location in Albany , GA at 6:55pm on 11/25/2023. The same rude dark skinned black woman with cornrows answered the phone. She was very aggressive and confrontational. I calmly told her that I still got a bill even though the AT&T location in Albany confirmed that my account was closed . AT&T in Albany , GA time me that I would not be billed. She yelled at me over the phone kept saying " we can't do anything , call corporate !!!". When I asked to speak the manager , she hung up on me. I am very appalled about the unprofessionalism I experienced. I will make sure this issue gets handled by corporate . I don't think this individual should be working in customer service. She is driving great and loyal customers away. She basically harassed me on the phone. She is very hostile, aggressive, condescending, and unprofessional. This it not a good...

This location is usually ok. Today was a different story. Came in for billing issues and over the phone service couldn’t solve it. Drove a considerable distance to get here. Walk in and find three employees helping 2 customers. No greeting. Sit down and another customer comes in a few minutes later. After a delay they were greeted and told to have a seat. Multiple customers came in over the next few minutes. Some waited a couple of minutes others a moment or two. Most left. Third employee finally comes up from her desk and begins helping the customer that arrived after me. At this point I was pretty annoyed and I think it was pretty obvious on my face. Finally asked by an employee what I needed. My account is being over billed. One of my lines had the wrong plan and I need to have it changed. Immediately told the system is down and they can’t make any account changes. Let her know I drove a long way to get here because the phone reps couldn’t understand the issue and this is the only corporate store for a long ways around. Just a sorry can’t help you. But you can sell a phone and add the at line? That’s an account change. Sounds to me like it’s a different kind of system problem. Already annoyed with the excessive bill. Sounds to me like I should take my business elsewhere. Truly a pathetic experience and not even worthy of...

Never before have I been so upset and frustrated with a company. This all started a couple months ago when I got a phone through them online. I got my offer, accepted it, and they sent me the phone. When I got the phone I was informed that after further review I would have to pay an $800 down payment just to activate the phone even though I already got it.

Tonight I went to resolve this issue, I got to their store on westover in Albany a little after 6 PM and they informed me there were a few people in line ahead of me, that they will text me when I’m up, they got my phone number and my vehicle description. I waited in the parking lot in my car for 2 hours. I went inside and they were still busy with a customer, I stood there for around 15 minutes and no one said anything to me so I went back outside to wait in my car. An hour later I notice they are locking up for the night and I go to the door. They don’t open the door, the representative saw me, shrugged at me, and refused to speak to me. I had no choice but to drive back home after they made me wait for 3 hours in the parking lot, took new people arriving after me in, and sent me home. If you plan on doing business here sign up for an anger management class and bring a tent....