AT&T Store — Local services in Ocean Springs

I just don’t even know how to describe my ordeal over the past six months with AT&T... I realize that I am likely wasting more of my time, but here goes nothing. I have been a customer since they bought out Cingular Wireless. In late January I went to the O.S. store to have a line transferred. In the process they mistakenly transferred someone else’s number to my plan, as well as their phone and installment agreement. I fully understand that simple mistakes can and will be made!! I have been trying for months to get this number and installment plan removed from my account. I returned to the store the next day, after hours of trying to get my daughters phone to work with no success. They successfully transferred her line, but did not remove the other. I was told it would “fall off my bill” after a few days. Over SIX MONTHS later it is still on my account!!! I have spent over 10 hours on the phone with customer service and the fraud department. I have made multiple trips to the store. After explaining the situation (which takes quite a bit of time I might add) I am transferred AGAIN and AGAIN ! Each person takes notes and each time I am transferred... I must explain the situation again!!! They are super friendly and seem to understand the situation but they are absolutely powerless to resolve it. I have returned to the Ocean Springs store several times and each time I am turned away with no real answers. The 2nd to last time I went in, the person I spoke with assured me he would take care of it, but “It would take him some time”. It’s been almost 2 MONTHS!!! In mid May the fraud department gave me a claim number and a date in which the issue would be taken care of... that date was June 2nd!!! I have gotten to the point that I just pay my portion of the bill !! Well guess what... My service was cut off and now my bill is up to $767.00 !!! I paid just enough to turn the service back on. My elderly father called me in a panic because his phone was shut off and that is his only lifeline. He lives out of state and if it weren’t for him I would have just brought my phones back to AT&T and went elsewhere. My father was even willing to pay my bill and begged me not to shut it off. I tried to explain the situation to him, but he just doesn’t understand. He is worried his phone is disconnected again. I am worried something happens to him when he is alone!!! He has a Razor flip phone that is duct taped together!! He refuses to let go of that phone because it has voicemails from Mother who passed away. AT&T has admitted their mistake, won’t fix it, and can’t even assure me that my service won’t be disconnected until they figure it out!!!! After SIX MONTHS I am still being forced to pay for a number that is not mine! I can’t even cancel the line until the installment agreement for that phone is paid for!! I WILL NOT pay for a phone that I have never had my hands on! I’m STILL being charged for a line that has a grand total of ZERO talk , ZERO data, and ZERO text in the past 6 months!!!!!! I guess my only option now is to turn the phones in, allow AT&T to DESTROY MY CREDIT and go to another provider! How long will it take me to get my credit straight after that?? How many calls from collections??? How long will this go on??? I guess my next and only step is to file a complaint , arbitration, and procure legal council. How many more months will that take??? I have been nothing but nice and have tried to handle this situation in every way I know how. I have given them ample time to fix this issue. I could have never imagined that a simple problem and admitted mistake by AT&T would turn into a 6 month nightmare!!! They will lose a customer of over 15 years that pays them for 5 LINES & Internet , but I am going to lose my credit and my sanity in the process. Oh , I forgot... The same day of the phone transfer I added the family insurance plan. 2 months later my daughter breaks the back glass of her IPhone. When I look at my account for the insurance... it’s not there!!! It’s definitely on the receipt from that...

I have never written a review online, but WANDA 👏🏼 at the OS ATT store is a individual who deserves a special thank you! WANDA went beyond your normal salesman. It’s so hard to find people who genuinely get your frustration and will do ALL they can to rectify the situation, in which she did! I was BEYOND fed up with ATT yesterday. I had been wrongfully charged $275 and I had been dealing with Asurian and ATT for almost 5 months. After at least a dozen calls to each company that consisted of at least 30 min of my time ending in no resolution or getting disconnected. I was directed by multiple phone associates to continue to paying my bill, except for the $275 while it was investigated. Yesterday, while on the phone my phone gets CUT OFF. Leaving me in the middle of a workday unable to fulfill my obligations. I headed to the nearest store and first lady hands me her phone to call Asurian and ATT to try to resolve it on my own. After 42 min speaking with 2 different departments the phone hangs up as usual. I returned asking if someone could please assist, and explained my predicament again to which another representative behind the desk said, “Your going to have to pay the $275 and wait to be credited back.” That was the “normal” that Salesman/AT&T was know for ( I say that having read hundreds of reviews online of individuals in similar predicaments, in which no one ever got credited back). WANDA overheard my frustration. She came over and told me she would do everything she could to help me and she truly did! She sat with me for about an hour while patiently using her cell to call. She had my account and previous notes pulled up which helped tremendously! All the specifics the tech needed (I wish I could remember the gentleman’s name, he was very helpful as well) she patiently looked up and relayed. To get to the point, she got the $275 credited back to my account along with the $40 reconnect fee and my service restored. Yes, the situation was beyond frustrating and should have never happened! The resolution and demeanor in which it was done in made me forget the whole thing! THANK YOU WANDA! I know I said it multiple times yesterday, but thank you for taking time while having a positive...

The two employees were very kind during the entire 2.5 hours I was there trying to purchase a new iPad. When I arrived there was one gentleman in front of me. I explained what I was looking for and the employee told me she could see what they had in the back. While I was waiting, she helped three other customers - 30 minutes!!! She brought out 1 for me to see. The entire time she is helping other people. When I decide on the ONE she brought out, she quickly rings it up and gets my payment - she never handed me the receipt (I found it in the box when I got home) she then started an update on the iPad - I sat there while the wheels turned for a good hour before the guy at the store looked at the screen and said it was stuck. It then took another 30 minutes to stop and restart the download. Keep in mind they are helping other customers the entire time this is going on. They even joked about the time I had been in the store - when I got home I had an email thanking me for opening another line and giving me the new information. I didn’t go in there for a new line, I went in there for a new iPad and having it replace the old one on the old line. She also said that it was her store policy that I buy the insurance and I can cancel it after 14 days if I don’t want it. I’m not stupid and I know that they are paid commission on all these products - but I find it very unethical when you tell people you require them to purchase a product they don’t want or need and you add a line that wasn’t needed and then don’t go over what you did on my account before I leave the store. Now I will have to explain to customer service what happened and try and get all this fixed - I am going to guess that this will take another 2.5...