AT&T Store — Local services in Braintree

If I could give zero stars I would. I went to this store to have my line transferred off of my dad's account and onto a new First Net account on 6/23. I was in the store for 3 hours. The young gentleman who helped us was new and very kind, he really did his best to assist us but we ran into issues when trying to get my number off of my dad's business account to our account. I was originally told my dad needed to call ATT to allow it, and while my dad was still on the phone with ATT the manager Colby comes out and says "I was able to do it" and with the employee there seemed shocked and asked how he did it he stated "You know me, I always have a way". Well he not only transferred my number but he also transferred my father's number off his account so I asked that he please transfer it back, they kept running into issues so the manager Colby said he would resolve it, so we left because it was late already. I called back 4 days later because it wasn't resolved and one of the employees said "Oh I didn't forget about you, don't worry, I put in a ticket and will be in touch as soon as I hear back". I never heard from him again. I called back a week after and someone else told me "we can't resolve it, you have to call". Since then I have made 8 calls to ATT, my father has called twice, all calls for over an hour in length and not a single person was able to discover how to get my father's line back to his line. When I called and asked to speak to Colby directly he told me I had to drive all the way to the store that is 30 minutes away from me to resolve it. Which is the most ridiculous request being that when I left the store I was told they would be able to resolve it without me being there. Since then I have spoken to 8 different ATT customer service reps and not a single one has been able to resolve it. The last person spoke to, Miguel, was great and he discovered that whatever Colby did to get my dad's number off caused an error on his original business account and now there was an issue with the business credit that won't allow my father to return to his line without a credit check. So my father is being penalized with a hard inquiry on his credit report because of this manager's error. He made the mistake and promised something he can not keep, causing me to spend 8 hours + of my time talking to ATT customer service. This is the WORST customer service experience I have ever seen. We have a total of 5 lines and will be closing all 5 lines if the issue is not fixed. We are all customers for over 20 years with ATT, we expected more. I will be filing a report with the...

Please avoid AT&T Store. I visited this store in end of 2020 for a device upgrade. The representatives at AT&T store did not explain additional surcharges or costs associated.

Please avoid this store and AT&T as a service in general.

Let me share further details: I went for a device upgrade with a trade-in unlocked phone. The simply stated the extra different amount.

My next bill was 3 times higher. Without my consent they have applied: AT&T Next Up ($5) and Protect Advantage Insurance and Support service ($15).

I was not notified extra $30 upgrade fee.

Even if you want to return and un-opened device, they still charge another $50 charge. (you may avoid this charge if you order the device online).

If you are not comfortable with hidden chargers, please avoid the AT&T service. Foot note: If you have the same experience please share it with the community. At least we can save another person from getting caught into this hidden charges.

Update on Mar 7, 2021: Thanks for the store manager for replying to the comment and trying to resolve this issue.

After calling AT&T customer care they remove and refunded the extra amount few weeks back. However, I still see the AT&T Next Up ($5) and Protect Advantage Insurance and Support service ($15), reappearing. AT&T billing is truly messed up. We need to pay close attention to our bills.

Please note that I do not have anything against AT&T. Please consider this feedback to critically evaluate the billing systems and how charges are made to customers. Else many customers like me will go...

I walked into this AT&T store right before Christmas, as everyone knows that is a stressful and hectic time of year, and I was absolutely blessed to be greeted by an employee named Justin, there are honestly so many good things I could say about Justin and how he helped me but to be honest it would take me forever . I have NEVER in my life walked into a store and been greeted so nicely and also met anyone that works so hard in customer service and is as nice and friendly and pleasant and informative as he is. Even after all of was said and done which took some time cause there was a lot I was having done there at that moment and at that point he had done everything he posssibly could there ended up being a few issues which were not his fault whatsoever but he constantly stayed in touch and kept me updated until the issue was resolved. I am beyond grateful that when I walked into AT&T that day that I had the pleasure of working with him, I live about an hour away from this AT&T location in the Braintree mall, and Justin will forever be my go to if I have any problems or needs!!! So again, I would like to just say thank you to Justin for being the best customer service person I have ever encountered with. Your hard work and dedication is very much appreciated and to the manager you have such a wonderful employee which are very hard to come by now a days, I don’t usually leave reviews but this is one that I felt was absolutely deserved and needed to be recognized. To Justin, Thank you again for all your help I will forever be thankful for you and making my kids Christmas dreams...