AT&T Store — Local services in Albemarle

We had 2 Lg phones & 2 J7 2017s. Earlier this year there was a great deal of confusion on your end about a phone being charged to My account that I did not & do not have.

The 2 LGs were purchased,1 in November 2019 & January 2020. The 2 J7s in 2017.

According to your records I had 3 LGs and 1 J7. The number I was buying the phone for yesterday was listed as having an LG with $209 left to pay. That should have been charged on daughter's number. As it was wrong I was ineligible to an upgrade without paying the 209. I called customer service, was transferred to Loyalty and, after a great deal of time, I was informed that, although the mistake was yours, there was nothing anyone could do and I was required to pay the $209.

To be clear, the $209 is definitely owed but on a different line. As it was set up by ATT it made my line ineligible for a phone upgrade.

After over an hour in store and on the phone, I was then informed they could just swap the upgrade from my daughter's line to mine.

In essence, I spent 2 hours in store for an issue that could have been resolved in 30 seconds by the in store manager. No one on the phone could help me nor did they inform me of any option except to pay the $209 immediately.

Mostly, though it was resolved, it was all greatly time consuming and inconvenient, no one seemed to know how to resolve the issue (until 2 hours later and that was a guy that was front of me the whole time) and was related to an issue from 8 months ago that I was assured had been resolved...

Lazy, rude and completely unwilling to provide the customer service she gets paid to. Went in at around 7:20pm on 8-27-18. Immediately was confronted by a female employee who asked what I need. I proceeded to explain I needed help checking out an ATT phone I was purchasing to be sure everything was in working order and get my plan and number switched from my current device to the new one. She refused to be of assistance unless I was purchasing something. I continued to explain that I was a current ATT customer and that I required customer service assistance with my phone and plan. She refused to offer assistance in any form and proclaimed it was her "job to sell stuff" and "if I wasn't buying anything, then she couldn't help me." So the individual with me and myself proceeded to work on the 2 phones ourselves while she watched and offered no assistance. She only talked on the phone to her friends the whole time we were there. No other customers came in or out of the store while we were there, for more than 30 minutes, yet she refused to be of assistance to us and continued talking to her friends on the phone. Complete waste of time visiting this store. Would have received more assistance and better customer service if I had taken my phone to Taco Bell to get switched. No excuse for this employee,...

Shawn the manager sold me a net gear hotspot and told me it would be unlimited data for 20$ a month. What he actually did was set it up as an iPad to make it look like I had unlimited data. The first one he sold me was having a lot of problems connecting. Then he charged me a restocking fee. Then sold me another one. I found out later that that he sold me the hotspot under false pretense. The I found out what he did when AT&T customer service told me that it should have been activated under hotspot service. Which was only 100gb and 3-5 days later they were automatically adding 5 gb of data for 10$ each one after another. If I didn’t catch it I would have had over a 1500$ bill. Shawn is a fraud and deserves to be fired. As long as people act like this the world will never get better. I feel sorry for the person he scammed with the first...