AT&T Store — Local services in Des Moines

DO NOT GO TO THIS STORE! I went in on 1/25 to ask if an interaction on the phone I had with the retention/loyalty rep promising to send credit and free phones was fraud or legit. The person I talked to in the store was actually sleeping on the job. After he woke up, then looked in my account and said he found notes from the rep and said it should be fine. I get the phones in the mail 4days later and the rep on the phone was saying I received the wrong package and to send the phones to another address in Brooklyn, NY. I then go back to this store on 1/30, I explain the whole situation and they advised me the mailing address I was given was incorrect. They were kind enough to send back the phones for me as they told me were not free. This was clearly a fraud case and I had mentioned to them what if the person who I was speaking to get into my account again. There was just a blank stare and no concerns from anyone. I then leave, next day on 1/31 I see all of a sudden in my account it’s saying I owe $266. I tried going back to this store on 2/1, however they were busy so I went to another location in west Des Moines and spoke to a manager. She looked at my account and saw the balance owed was clearly fraud and my recent bill showed paid with no issues. She also helped changed my PIN number and put in extra security so if someone accesses my account again they couldn’t. This makes me extremely frustrated cause if the location I initially went to actually tried helping me change my pin or provide extra security I could have avoided this fraud transaction. Now I have a negative balance of $266 and can’t do anything about it until my fraud claim gets reviewed within 30days. I am really disappointed with AT&T and I’ve been a customer for over 10years. I will be changing carriers once this...

My mother was admitted to a nursing home and we carried her wireless home phone to her new location. I called to have the voicemail disconnected so that it would just ring until either my mother picked up the phone or the other party hung up. They said that they could do that, when I called customer service. I hung up and called my mother, now the phone rang twice and them said no voicemail set up and hung up. This made it worse! I called customer service back and they said that without the pin number I could not do anything. I explained that they just tried to remove the voicemail and they messed it up. Put it back then since the phone rang more times before. They were extremely rude, unprofessional, and demeaning by laughing and condensingly said that I needed to ask my mother with Alzheimer's for the number. WOW! And this was the supervisor JAHREEF #TGN8TN6! He then told me that I would need to go to the local AT&T office to get it fixed. I went to that local office and spoke to Andrew which changed the pin number. He told me that I would then need to call customer service. I called customer service back and they said that the manager in the office could have taken care of this issue. OK- TRAINING-COMMUNICATION ISSUES?! I then was transferred to IT in customer services where it was explained in detail that what I was asking could not be done. Thank you Donald. This is...

Having 8 years of experience in retail for another carrier, I was taught to never send anyone to call the billing department on their own. Anyone who comes into the store is a potential loyal customer and you should never tell them you can't help them cause "you don't deal with billing". On Sunday, I came into this store and ask for billing assistance. I know that I can call customer service myself for a billing question but I thought because of the situation on the bill, that someone from a store could help me better by guiding me before I could talk to someone on the phone but the first thing the rep told me was that she was sorry that they didn't deal with billing. Is that the way you teach your reps to not take advantage of a returning customer? Had someone helped me and assisted me or at least taken me to their desk and chatted with me about the situation I would have at least considered to shop from this store in the future but I won't because I didn't not feel welcome and was simply given the here is the number call them. In the 8 years of experience I was taught to "earn the right" to sell. You definitively did not earn the right to sell me anything. I will shop else where and will take my billing questions elsewhere they can help me to with my billing questions and provide me with...