AT&T Store — Local services in Dallas

This was one of the worst customer experiences I have ever had. I dealt with the manager. She told me she would give me her business card, but of course she never did. I was in the store for over an hour, and she was so, so terrible that I am tempted to leave ATT after 25 years. She straight up lied to me over and over. First, she added insurance to the new phone without me asking for it. I didn't need it because I already had a family insurance plan. She told me that I would have to remove it myself after the first month. After I got really frustrated, she removed it. Next, she added the Next Up to my plan - again, without asking me. I did not have this on my plan previously. I only learned because I got a text from ATT stating I would be charged $10 a month. Annoyed, I went back inside, and the same MANAGER told me that it was mandatory and that I would have to cancel it myself after a month. Let me tell you, people, that is another lie. I ordered an iphone only 2 days earlier and did not sign up for up next. I have talked to numerous people this week who upgraded and did not sign up this. it is absolutely not mandatory. She was also screaming at me about how it wasn't added to my account (without any comprehension of little that made sense while simultaneously claiming it was mandatory) and that I wouldn't have to pay -- even after I showed her the text stating I would be charged $10 per month. She continued to insist it was mandatory and I wouldn't be charged. lies, lies, lies. read the text. read the website. there is a charge. she refused to help. finally, I forced her to call corporate during which other customers asked what happened. I explained and showed them the text at which point she banned me from speaking to other customers because she did not want them to know she was scamming people. She admitted to me earlier that they get commission from selling people these add ons. After over an hour, I just walked out and I will have to cancel the up next add on myself later. This woman was rude, incompetent, and dishonest. what's worse, she won. she will probably get that commission for adding it to my account without authorization. She either straight up lied to me or she was so lacking knowledge about the basics of her job that it is staggering.

if you have to go here, do NOT use the manager or she will probably rob you blind and deny it. and tell you not to tell anyone she did it. what a joke.

Also, if there are others, let me know. This seems right for a class action. Remember the wells fargo nonsense. This is the same thing and they should be held accountable for intentionally scamming their customers.

I wish i knew her name. working at 6pm on 9/16/24. If you happen to be her manager, check her files!

UPDATE: I received the response below from ATT. Send the email the same day. NEVER...

I have never experienced such unprofessional and rude service as I did at this AT&T location. The manager and sales team have little to no knowledge of the services they provide, and their customer service is unacceptable. Here is my experience: I opened a new line with a trade-in for a Flip 6. The phone did not work properly, so I returned it and exchanged it for a Galaxy S25 Ultra, which They received on February 16th. Two weeks later, I received an email saying I owed money for the phone I had already returned. I immediately called the store—no help. I went in person—they refused to help. Instead, they told me to call the Loyalty Department, which I did. Loyalty told me they had the phone and that I could ignore the emails. Months later, AT&T charged my bank account $1,100 without warning because I was on autopay. I was shocked. When I called the store again, they rudely told me to wait until the manager was available—three days later. When I finally spoke to the manager, he was dismissive, rude, and unprofessional. He told me “he would do me a favor and see what he could do.” A favor? That is not how a manager should treat a paying customer. In the end, he did absolutely nothing. I had to call Loyalty every single day and eventually had to dispute the charge with my bank to get my money back—after 90 days. Now, I’ve been hit with a $940 bill, and even after going to another AT&T store, they said only this store’s manager could fix it. When I called back, the manager was “going to lunch” and told me to wait hours. When he finally answered, he said he would update my bill and call me back—he never did. Instead, the very next day my line was suspended. When I asked him again for help, he rudely said it was “not his business” and told me to call customer service. My question is: what exactly is his role if he refuses to help customers? As a manager myself, I know the first responsibility is customer service and resolving issues—not dismissing them. This manager clearly needs retraining and a reevaluation by AT&T because he is damaging the company’s reputation. He should not be the face of a store if he cannot handle customer concerns with professionalism and respect.

AT&T, please take this seriously. Customers...

Today, on April 30th, 2024, at around 12pm, I visited the AT&T office seeking assistance. Unfortunately, my experience was far from satisfactory. The agent I encountered displayed a blatant disregard for customer service, exhibiting rude behavior and a lack of willingness to assist.

Upon entering the office and explaining my issue, the agent's demeanor was immediately dismissive. They appeared disinterested and unwilling to engage with my concerns. Despite my efforts to articulate the problem clearly, the agent seemed more focused on rushing through the interaction rather than providing any meaningful assistance.

Furthermore, their attitude towards me and other customers in the office was unprofessional and unwelcoming. It was evident that they lacked the patience and empathy required to effectively address customer inquiries.

Overall, my visit to the AT&T office left me feeling frustrated and undervalued as a customer. The behavior exhibited by the agent was unacceptable, and it reflects poorly on the company's commitment to customer satisfaction. I hope that steps are taken to address such instances of poor service in the future to ensure a more positive experience for...