AT&T Store — Local services in Big Spring

I visited the AT&T Big Spring store on 9/15/25 and was bothered by what I experienced. There were 3 young employees and no manager according to one of the employees. My personal experience, I was about to upgrade a damaged phone that did not have insurance on my account. The guy tells me I have a balance on the account that has to be paid before proceeding to an upgrade. After verifying, I have just enough in my bank account to cover the balance. He tells me that the transaction got declined. So I check my bank balance again and it now shows I have a zero funds. I got to transactions and it says he charged me twice. The first payment went through and the second declined. I tell him check check your screen again because you just emptied my bank balance. He's distracted with another employee and customer yelling at each other about disrespect. He tells me that he's seen this before and that the account should update within 24 hours. Im still dealing with this issue. Back to the other customer and employee, she yhe employee storms to the back room, " im not dealing with that man he ain't gonna talk to me like dat". So the male employee that I was dealing with starts trying to calm the customer down and says I get someone else to help you with your issue. He turns to the last employee there and ask her to help the elder man, and she say na im not gonna deal with him either, I've had enough of them already, and proceeds to the back. What do they think their job is?? The man and myself ended up walking out...

I have been to this store twice in the last week. First time trying to upgrade to a 1TB IPhone 16 Pro Max. Guy tells me they don’t have them in stock but two stores in midland do. Drive 45 minutes to Midland to find out not only did they not have the phone, no store can see another stores inventory. Ordered the phone through AT&T app, woke up the next morning and my order was canceled and stated I needed to go to a store to verify my identity. Redo the order at Midland store, end up with the wrong phone. Went to the Big Spring store to exchange and fix my order only to be told by the kid in the store who “called his manager” that I have to go to Midland to avoid a restocking fee since that’s where I ordered the phone. Once again I drove to Midland to find out I was lied to in Big Spring and there is no restocking fee at any store due to my order being screwed up on AT&T side. I’m not sure if it’s the kids in the store or the manager that are the problem but it’s almost like they’d prefer not to have anyone’s business or just enjoy wasting peoples time. I am not an online review person but the alternative was showing back up to the store and I figured this way will be better for the employee that lied...

If you switch from another provider to AT&T, make sure you look at the paperwork for features and plan you signed up for. 5 days after singing up, I received 1st bill close to $600. It included $175 ($35 per line, 5 devices) which I knew about. Also close to $150 of extra features that I did not sign up for. Plan was also different than what I requested. Oh yea, AT&T does not pay off tablets and I watch only cell phones. If you still owe from the other cell phone company. Unfortunately, I was told AT&T will payoff ALL cell phones #’s you bring over. Well, tablets and iwatches have a number. Now I’m stuck owing $400 to Verizon. #regretsswitchingtoAT&T

Lady was nice though! lol

Edited, responding to your request to send you Email. I have emailed y’all since May 2nd, May 6th and 15th. Y’all have not responded. Here is proof, it’s from another email. Email...