AT&T Store — Local services in New Milford

I would give a negative star if there were!

Latest update: My wife loss her credit of trade-in iPhone and has to pay a lot to AT&T after endless calling.

The customer service made a lot false promises.

This is her experience with this store.

Complaint Against AT&T Service at New Milford, CT Location

On Saturday, May 11, 2024, I visited the AT&T store located at 169 Danbury Rd Unit G1, New Milford, CT 06776. I was attended to by the store manager, an African American woman named Dreka (based on her name's pronunciation), and a customer service representative named Messiah.

My primary goal was to transfer my service from Verizon to AT&T due to poor signal reception in my area and recent increases in Verizon's monthly fees. Additionally, I intended to upgrade my phone through a trade-in.

Having previously used AT&T services in San Francisco, where I consistently experienced professional and trustworthy customer service, I approached this store with the same level of trust. During my visit, the manager, Dreka, verbally assured me that she would set up a plan for two lines—one for myself and one for my husband—at $45 per line per month.

Under Dreka’s supervision, Messiah began working on my account transfer. The process took several hours, during which I provided all necessary information, including my ID, Social Security number, and email address. The store even had to contact another location to have a new phone delivered, further extending the time I spent there.

Given my past positive experiences with different phone carriers in SF, I did not request paper documentation, trusting that all relevant information would be sent to my email. The plan information was never sent to me. However, after over a month, I was shocked to receive a bill that listed my two lines under a business account, with charges exceeding $360 for the first month—more than double what I had been promised.

When I contacted the store, I was advised to pay the bill immediately to avoid late fees, with the assurance that any necessary corrections would be made afterward, and credits issued. Unfortunately, I made the mistake of paying this overcharged bill under an

When I returned to the store to address the issue, Dreka, the manager, was uncooperative and evasive. Despite waiting for hours, she refused to assist me, and the store closed without resolving my concerns.

The next day, July 2, 2024, I returned to the store at the appointed time. The store manager Dreka avoided again to engage with my case. And Messiah, who’s supposed to be there, was not present. Two other staff members eventually helped change my plan to a consumer account, and they advised me to contact AT&T customer service (611) to request a credit for the erroneous business account charges.

I called 611, and the representative promised a $100 credit on my next bill. However, this promise turned out to be false. When I followed up a month later, I discovered there was no record of this promise, further proving the deceptive practices at play.

This entire experience has been incredibly distressing. The lack of transparency, professionalism, and honesty demonstrated by the staff at the New Milford AT&T store, particularly Dreka and Messiah, is unacceptable. I am appalled by the way I was treated and the blatant disregard for customer trust and satisfaction.

I will never use AT&T services again and will actively warn others about the dishonest practices I encountered. I urge anyone dealing with AT&T to record all interactions (their phone call recording is for only “training purpose”) and be cautious, especially when dealing with this store and the 611 customer...

My son's information was fraudulently used to open a new line without his knowledge or consent. This happened a couple years ago and this issue is still unresolved. My son was part of an AT&T family plan. I accompanied him to the New Milford AT&T store in an attempt to remove his AT&T line from the family plan into an individual one. After about 3 long hours working with the previous manager Joao Pereira (John), we decided to not to go forward with the change and keep him in the family plan we already had for several years. About a month later my son receives a new bill from AT&T with a whole new phone number and charges to it. We contacted AT&T and informed that we never authorized a new line being opened (as there was absolutely no need for it). Both my son and I spent hours on the phone with customer service and the store staff. A couple months go by and the bills stop coming in, so we thought that the matter was taken care of...wrong!!!! Around March of 2024, more than a year after the unconsented account was opened under my son's name, he receives a COLLECTION letter!! Yes, collection! AT&T sent to collection charges for an account that was opened fraudulently by one of their employees!! AT&T customer service have access to the account and they can see that there was never a phone, a SIM Card nor calls made from that number, on top of it all, my son still has his account with AT&T under the original family plan. I am pretty sure that many people are being victims of these commission hungry sales people and AT&T is benefiting from these unconsented accounts being opened under people's names without their knowledge or consent. PEOPLE, CHECK YOUR BILLS CAUTIOULSY!! The manager made his commission by using my son's information, my son's identity was used for an AT&T's employee...

I ported over a phone # from another carrier to join a AT&T family plan, and purchased a phone on the AT&T website. Easy! Everything was completed and I just had to come here to pick up the phone. I arrived and was told that they didn't have my order, even after me supplying the order #. They eventually found my order but said they were going to cancel it and redo it. Suspicion set in immediately. After almost an hour of frustratingly waiting, I was told everything is all set. After 5 days working just fine, my phone is now suspended, and upon further inspection, they charged me full price for the phone instead of the sale price I had purchased it at earlier that day, they added they more expensive plan, AND they tacked on a $15/mo protection plan none of which I was asked about. I strongly suspect that they canceled my original, complete and successful order just so they can get compensation through their store, as the sales rep made a couple comments during my time there to his coworkers along the lines of "As long as they're getting it through us I don't care". I'm still on with AT&T support, 2 hours in, trying to get this SIMPLE issue resolved. My advice is to try your best to do everything on your own, via the website, and choose ship to you and not...