AT&T Store — Local services in Hiawassee

AT&T has not been great. However, the behavior that we experienced in this store today has me wanting to give negative stars. For context, I've been an AT&T customer for literally 20 years. We switched to Verizon last month because AT&T was charging us almost $300 a month for services that were outdated and therefore unusable (an old upgrade program that wasn't valid, but that we were still paying for) . Other services we were being charged for (like their home tech insurance) that we were not able to make a claim with when we did need it. So we switched. When we were discussing it we went to this location and were told that we could turn our phones in after the switch and have that credit go towards our balance. Today, that's what we tried to do. We go in and there is one employee and another person in the store. We start talking to the employee, his name is Jacob. Jacob tells us that "that's not how this works." He tells us if we leave our phones there, he'll call the cops and report abandoned property. My husband asks for his name, which Jacob gives, and the store number. Jacob didn't have this, and starts to get defensive, he's only been working for AT&T for 3 months, and this store a week. My husband tells him that's fine, that he's not in trouble, but that that's not what we were told, and at this point we may need to get a lawyer involved because of all the reasons why we switched, including this instance. Jacob states that since my husband said that, he can't speak to us about trading in our phones, which is fair, but my husband does have questions about what that means, and next options. At this point Jacob tells him that he has a button behind the counter that will call the cops and if my husband keeps talking, he'll push it. Jacob calls my husband entitled, and tells us to leave. But as we're leaving he tells my husband that he "came at him" and they can either have a civil conversation or we can leave. My husband turns, to ask him what he means because we're already leaving. At this point, my husband is pissed, and makes a point to mention out loud that Jacob has a large hunting knife in a holster on his hip. Jacob asks him several times if "He wants to play" and tells him "we can take this outside, let's see what happens when we go outside." All this as we're leaving. This all happened within the span of 5 minutes, and escalated SO quickly. I called the store as soon as we get home, to speak to the manager. Jacob answers. Turns out, there is no manager on premises (which was obvious, given the way things escalated) but I'm welcome to leave a message with Jacob. I bet Jacob's boss will be thrilled to know that the brand new employee they left alone in their store was carrying a weapon, and was trying to goad customers into giving him a reason to use it, even after we were trying to comply and...

The sales girl lied. Flat out lied. Lied about the service, lied about the price and billing. Took over 3 HOURS to port 3 phones over from Verizon after several promises from her that we were "almost finished". We were very late to church where my husband is the youth pastor so that was not good.

Had AT&T for approximately 2 weeks and couldn't WAIT to get back to Verizon. Dead spots all over Hiawassee, Hayesville and Murphy. The first bill was estimated to be $876 with a monthly "ongoing" estimate of over $500. This is literally more than twice as much as my monthly Verizon bill. I don't know what kind of calculations this girl did to arrive at a monthly bill of around $180 but it was dead wrong. She even told us she had to have Verizon service but she was changing to AT&T a soon as her phones were paid off. That must have been some story because I'm sure working for AT&T they would be more than happy to pay off an employee's phones so it doesn't look like a serious conflict of interest having cell service with...

I went on February the 4th to pay my phone bill this new girl that was hired as a manager .....sitting at her table eating her breakfast... never acknowledged me I asked her I like to pay my phone bill... she was on the phone made me wait for 20 minutes 😡after 20 minutes went by I tried to be nice she asked for my license I gave it to her and she looked it up ...and threw it on the floor never said I'm sorry😞 I didn't say anything then I asked can you show me some good deals on phone 📱 and see what kind of deal you had she never acknowledged me she stayed on the phone I'm very dissatisfied and I will never go back..... All the other people you've had working at that store has been very nice polite but this young lady was very rude never acknowledge me as a customer coming in and never showed me any deal and I've been with...