AT&T Store — Local services in Mountain View

Had a really bad experience at this store and I don’t know if the manager understands the issue well and just make personal remarks. I went to the store today for creating personal account so I can transfer the billing responsibility from my corporate account to my personal account as suggested by at&t customer service (I didn’t want to share the SSN and personal details over the phone for creating account) after receiving my employer authorization. So first, they were setting me up for pre-paid account which I didn’t even ask for. I explained again what I’m looking for and then Frances started helping me with account creation. The credit check didn’t go through and he called some number after syncing with Naj. After going back and forth multiple times and making sure I have unfrozen my credit in Experian, I asked him to try again. He tried again and it still didn’t go through after which he called back the same number to find the issue. Meanwhile, I got a notification regarding hard enquiry made on my account in Equifax and received a call from at&t verifying my name and if I’m in store accessing credit report after which the guy said he’ll talk to the agent helping me and dropped the call. I thought he’s the guy on phone with Frances and doing some verification. Later, I checked with Frances and he didn’t know about this call. He then asked me to call some number which he mentioned is Equifax customer service after going home as they’re unable to process my credit. I said I’ll call them right now instead of going back and forth and when I called the number that he gave me, it was for ordering pre-copy of my credit report so that confused me. While I was looking for Frances, who went inside some room, to understand what exactly I’m supposed to do, Naj got involved and without understanding the whole situation, he started making remarks like “you should check your credit. if you’ve too many loans or credit score is poor, then we’ll reject it ”. This offended me. Instead of finding the real issue, he started judging me and making personal remarks. I work as a software engineer in a reputed company in Bay Area, so I’m educated enough to understand what my credit standing is. I’ve a credit score 800 and I don’t have any loans so how can he start judging without knowing/enquiring anything. And when I was clarifying the number that Frances gave me, he(Naj) said you can google it and find Equifax number yourself. I just wanted to understand what should I do with the number Frances gave me and how would Equifax talk to AT&T but instead the manager started accusing me. I just left from there and called AT&T customer service. The AT&T representative went through my case and mentioned that since I’ve placed fraud alert in Equifax, they need some additional security answers and once I gave them, she was able to create my account in few mins and initiated the transfer I wasted nearly 1.5 - 2 hours in the store going back and forth with no resolution, 2 hard enquiries on my credit and just to get offended by manager’s personal remarks. This review is not for Frances as he’s new but for the manager Naj. Stop judging your customers and try to understand the issue first rather than making...

I had a very bad experience with AT&T in this store.

I got a new number with the cheapest post paid plan which has unlimited data for US$50 / month (despite telling them that I use less than 5GB / month), I can't even hotspot and they also enrolled me in something called "Protect Advantage" without my consent (no one ever told me about this at any time). I could remove it from future bills, but not in the current one.

I've just discovered that there are much cheaper plans in other mobile service providers with much cheaper (or free) activation fees that work just fine in the Bay Area with hotspot included. I've cancelled before 2 weeks (so no cancelation fee) and now I gotta pay US$116 for 1 month of usage (this same value gave me 6 months on my new post paid plan on a new provider).

AT&T definitely needs to offer more competitive prices, more flexible plans and be clear about add-ons like the Protect Advantage. I am much happier with my new...

Use this store , if you want to get secretively charged for unwanted services.

I would rather give 0 stars for this store. I visited this store just before Christmas to activate a service for my kid's apple watch. The service representative (Najibullah) tried to convince me to change my internet plan to AT&T which I refused. I got my kid's watch activated and returned home.

After some days, I received an AT&T mail says, I was enlisted in a plan for Apple Watch Protection Plan, which I didn't agreed to have. At the store the representative never even mentioned about protection plan. I can only consider that the plan is added without my consent, or even any mentions.

This is NOT an customer experience expected for AT&T sized company, but a service expected when one deals with street sellers.

I'm really disappointed with this AT&T store and representative. I used to have a appropriate experience at the other AT&T stores (usually...