AT&T Store — Local services in Crestview

Ok, so I worked for AT&T for years (8+) in retail stores and I know stuff happens. I gave the rep all excellent marks in his WTR survey because I didn't want to hurt his metrics. However, we spent literally over 4 hours in the store to port in 3 numbers from Verizon postpaid to ATT prepaid. We had the passcode, account numbers etc to make it a super quick process. The rep was newish (only a few months in) and I instantly knew that we were going to have issues because of his experience and how bad OPUS (the point of sale system) is. He was polite, friendly, knowledgeable considering his tenure. However, during the porting and activation process the rep should have signed us up for the multi-line prepaid like we had requested. Instead he signed each of us up individually and took $40 payments x3 lines instead of the discounted multi-line autopay rate. Not a big deal. But then he accidentally changed one of the lines to a $65 plan which wiped out our $40 payment and deactivated a line. Then (I'm not sure if it was the rep or customer care that he was on the phone with) created 2 primary lines for the multi-line setup. This means we have to wait 30 days to fix this and group all 3 lines together. So now next month the autopay will also cost more because of that screw up. I wouldn't even are about $20 here or there. What REALLY bothered me is that I know ATT very well. When my $40 payment disappeared I knew someone was going to have to use KIC Care to credit that money back. Stores hate issuing credits...they will lie and say they can't. It goes against their KOIs. So the last 2 hours were the rep going back and forth between calling customer care reps trying to find one who would credit the account because the store manager didn't want to issue the credits. Eventually they did post some credit to the account but due to the lines being grouped after the price plan change screw up they had to credit $90 total (2 line 8GB NON autopay rate) instead of $40 to activate my service. Literally hours passed before they finally credited the account which was an awkward 90 minutes after the store closed. Last little tidbit was that since one of my lines never got grouped and put on autopay the bonus double data didn't go through. So now I only have 8GB instead of 16 on one of the lines AND it will cost $50 rather than $30 since I can't have it on autopay due to it needing to wait 39 days to be grouped with the other 2 lines because AT&Ts billing systems are such a joke. So I say this with all due respect....I know a lot of you want to have AT&T because you think it's still the 'ma bell' it used to be, but trust me...it's just another money hungry nightmare corporate entity that couldn't care less about it's customers. I would NEVER have switched from Verizon if my phone worked on my specific lot (which I had the entire time I was an employee). Now my service is nowhere near as good everywhere else, but I can use it at home....as long as I'm outside. Because ATT also has a stupid policy that bring your own unlocked devices which are capable of using wifi calling and texting are blacklisted from doing so. They want to lock you into a 30 month payment on some garbage Apple or Samsung device. I will be porting back out to Verizon at the end of my 30 days and never...

Long post but worth the read! I’m a local and was a long time customer of a competitive company (name starts with a V 😉) for about 20yrs but when I moved away for about 12yrs then came back- it was as if I never existed for that company and I was treated horribly. Everything was an add on and, no deals for military (our son is active and hubby is Vet -both USMC). What if he transferred overseas and can’t use his phone? Can he cancel his contact? No. 😳 … what about long distance… extra $. Ok, so if I get that ‘extra’ it includes to Canada right? No; that’s another package that’s extra $. 😳… is (international) data included? No. Extra.😳😳🤦🏼‍♀️

Walked into AT&T here in Crestview and never have been treated better! Not only do they have fantastic plans/service at very fair prices (my opinion) but they are still the ONLY CARRIER who support our active military and allow our son to (if he needed to) cancel his line, give his phone back- no questions asked (showing proof of orders of course) if he couldn’t use his phone if transferred overseas. (They are also the ONLY CARRIER on our military ships) I asked the same question above as I did at the ‘V’ store and everything was INCLUDED in my plan for the same price!!!! No extras!!!!! (Except my son if he’s overseas- that’s different but still affordable unlike ’V’s’ extras where we’d have to take out a second mortgage on our house to pay for our plans extras 😳)

Have we had problems with signal? Sure we have- we live in Crestview- it’s not a very big bustling city… yet. There are still dead zones but it’s not just with AT&T. However, we travel up and down the east coast to Canada. We have never had a problem with signal or data. Our Marine son has been deployed in the past to not so nice places in the middle of nowhere and has had the ability to txt and FaceTime us without issues. He did have a issue one time when he could txt but not call out and AT&T was there to walk him through what the issue was to fix it.

Recently, my husband’s older Aunt & Uncle were ‘scammed’ by Walmart. It was a total mess with phones and plans they weren’t aware they purchased and plans they didn’t want. (They thought they were purchasing a lesser of a phone on a pay as you-go-service and buying the phone outright but found out the lady did not do as she said and put on a monthly plan and gave a brand new phone worth a lot more than they were willing to pay). With the help of myself, we marched into the Crestview location, I explained the situation and they helped sort the mess out. A HUGE THANK YOU to Andrew who helped us navigate the 1hr long ‘on hold’ frustrations. Aunt & Uncle left with the phones they wanted and the plans that suited them at a fraction of the cost Walmart had them on!?! 😡 (Honestly people- unless it’s a pay-as-you-go- don’t get any services from Walmart/Best Buy/Sam’s Club etc… do yourself a favor and go to the actual carrier.)

I absolutely recommend this AT&T location in Crestview. Everyone there is very helpful and friendly. They have a huge selections of cases,...

Yes this is Tina Krug I'm at the AT&T store in Crestview Florida I have come in this morning with my AT&T prepaid plan and my phone wasn't working at all nothing so I came in here and I'm with Donna and I'm calling to verify the quality of service I have just received because she got on the phone with AT&T you know regarding my phone number and troubleship they were troubleshooting for 2 hours with me sitting there and and all I was told was they're sending my phone off or the problems to the back room it could take 45 days they had no way to contact me cuz my phone didn't ring I couldn't get a call in or out I couldn't call I couldn't message I had no data and that's after yesterday at home being on the phone with AT&T myself but Donna has worked with me this morning so we figured out I had to go get a new phone she's worked with me on SIM cards it wasn't the phone so I'm taking the other phone back we're going to keep my phone she had to get me a new phone number but this woman has I want somebody to know what kind of work she's done for me today because it's excellent service I will never go anywhere else I simply would have walked out of here today without a telephone and tomorrow I have to get on my phone to work I have to clock in through government app every on my notes has to be on there and I would have just been in a lot of trouble so please to whom it may concern this is just been all my problems have been solved here with Donna today at AT&T so anyway I don't know how else to say good job...