AT&T Store — Local services in Belmont

I recently upgraded my phone and, while purchasing it, we were informed of a promo deal where we can get an iPad for $99. Since our current was old, my husband and I agreed that this was a worthwhile investment and took advantage of it. At the time, the staff there was very helpful and informative so we had a pleasant experience overall. This changed today. I got noticed that I was being charged $45 activation fee and $10/mo fee for the iPad to have service. Myself nor my husband recalled this being explained when we were getting my phone so we decided to go to the AT&T store to look for a solution. Nick was the first employee who greeted us and heard our issue. He said we were unable to return the iPad since that period had passed but offered to get us the employee who sold us the iPad to see where the miscommunication occurred (best customer service of the trip). Since the employee, Russell, was busy on another call, Nick came by several times to check on us and apologized for the delay. Russel finally came out and, after hearing our complaint, emphasized that he explicitly recalled informing us of the policy and seemed to get somewhat defensive. He stated that we were stuck with the service fee unless we paid $150 cancellation fee, which my husband ended up doing to avoid creating a further scene. As we were leaving the store, two other employees held the door open for us but instead of wishing us a good day as they had in the past, one of them stated "Have a good..."and muttered something under his breath, causing the other employee to laugh. This entire experience made me feel humiliated and embarrassed because what seemed to be the case of a miscommunication turned into one of the worst customer service experiences I had personally encountered. I've been with AT&T for over 10 years but, because of this one experience, I look forward to finishing my contract and then switching cell...

For the tl;dr: misinformed about plan. overcharged by $200. att took no responsibility for misinformation & sent me around from calling them to the store and back to calling them. then, offered me a pitiful $30 while I am stuck with the plan I did not want.

I was told that I would save $20/month by changing my data plan. Ok, sounds good since we got elderly parents on our plan and they don't use all the data.

Got the bill for $570 What I was NOT told is that while data went down $20/month, each phone line went up from $20 to $35/line, per month. we got 7 lines. so ,totally defeated changing the data plan AND I was charged for BOTH plans (old and new) at the same time.

I called att who told me to go to the store where I made the change. The store is filled with incompetent personnel who keeps parroting that double charging or as they call it "prorating" was normal. They were also rude and condescending when I told them that (1) they misinformed me initially about the results of changing my plan and (2) double charging =/= prorating.

It went nowhere. I called att again who offered me a 1x $30 credit. geeze. thanks. I can't wait until google provides cable and go into the cell phone business to smoke att into the ethers. Meanwhile, I am going back to t-mobile. I was with T-mobile for 12 yrs prior and I never had to question my bill....

This is one of the best services ever. And I really mean it. For a very strange reason, when I transfer my line from ATT to another carrier the line was activated in T Mobile and in ATT at the same time. Nobody in ATT knew how to solve the problem, until I went to ATT in Belmont and Jane took care of my case as if it was her own problem. She did the calls to Technicians, port departments and any department that could find out the reason of the problem and fix it. She took more than 3 hours talking with the people on the phone. Next day they say the problem will be solved, but it wasn't. So I got back to the store and she, again, took my case and made the calls again... two more hours until my problem was solved. She made a great job, the job that anyone in any other store (Hillsdale) did or anyone on the phone. Thank you...