AT&T Store — Local services in Oswego Township

I buy unlocked phones, but I was getting prepaid service through AT&T. Particular to this store, here are my issues: I went into the store in June of last year to get a sim card for my daughter's new phone. I already had service on my phone. In signing her up for service, I told them that I wanted her phone to be on the same account, on the same credit card for autopay. I thought they set it all up. No. They created a separate account.

At the time, since it was still on my credit card, I didn't realize the account discrepancy. In December of last year, that credit card was stolen. I was issued a new one, and I changed the autopay info. In May, my daughter and I went back to the store to ask why her phone was not getting service (she's not a big user of the phone and it was supposed to be for emergencies). The credit card change wasn't applied to her card because it was on a different account. I told them to fix that. Did they? No. Put a pin in this point because it becomes more important later.

So, yesterday, we went in for a third sim card and to put a that phone on the multiline account. At that time, again, I learned that my first daughter's phone STILL WASN'T ON THE SAME ACCOUNT AS MY PHONE. Breathe. So, after much finagling with customer service on the phone, both phones are on the same account as my phone, and I've been told that we will be getting a multi-line discount.

A what? Oh, yes, a multi-line discount, the program for which started back in February. So, in May, the customer service people IN THE STORE saw that my daughter's phone was not on a multi-line (the manager just confirmed to me that they SHOULD have seen that it was on a multi-line account, but they wouldn't have had details about the Master Account unless I gave them.) Why would I have expected my daughter's account to be updated when I changed my credit card information otherwise?

Today manager told me that the customer service agents had no obligation to inform me about discounts I was entitled to. He had no explanation for why this problem wasn't resolved in May when I explicitly told them to join the accounts.

All I can say is, thank goodness I don't have a contract. I can cancel autopay and move on to the next (cheaper) carrier. I thought I was paying for customer service, so since that is not the case,...

I cannot stress how pleased have been with the high level of care and assistance provided by Jess at this location. From the very first phone call to the in-store personal customer service, she stayed with me through the entire issue to help me resolve an experience with a phone screen repair gone horribly wrong, a phone repair insurance claim, and continued software issues with my phone. The resolution was not by any means simple nor did the problems get solved overnight. Ultimately, I found Jess to be a true professional and model employee who should be rated as "excellent" in her next review and be strongly considered for additional career advancement. She is a shining example of a representative who is welcoming, genuine, responsive, works across the enterprise effectively, and understands how to best resolve or determine what the needs of her customers are. Her sense of urgency and energy level makes her stand out among her peers. This is extremely uncommon in all organizations. As a former hiring manager with 20+ years of experience, I'm confident she would be most valuable in any competitive organization. Her loss would be any organizations gain. Especially in this era of COVID, it is critical that businesses create the best experience possible customer experience. Jessica delivers an engaging and genuine customer service experience with high level of professionalism. Without a doubt her efforts will continue to elevate the brand and keep customers loyal and coming back. I can only hope that employees like her are rewarded, especially in the era of Covid, when customer service is a challenge for business to deliver, and also retain the...

I went in here to get a new phone for my brother because he accidentally ran it over. A salesperson named Aris took care of us. While there, she told me that I could get a Samsung watch free. I asked her about the network charges, but was told that they would be waived as well as long as I stayed with AT&T 3 years. I agreed to the watch because I was told that it would cost me nothing except the taxes. Two days later, I saw that I was being charged insurance that I did not ask for. When I examined my account, I saw that Aris had lied to me. I was being charged $10 per month x36 payments for the watch, $10 per month for the network charges, and $14 per month for insurance on the watch. I went back in to the store and Aris was not there. I dealt with Chris this time. I told Chris what had happened. I returned the watch to Chris. Chris told me that he took care of the charges including the taxes that I paid and the restocking fee. Well, I received my bill this week and saw that I had not received credit for the taxes I paid. I also got charged a re-stocking fee. I had to call customer service to have it all straightened out. This should not have happened. I have not had any issues here prior to this experience, but I will not be returning to this store. To the owner-I will not be going back to the store to speak with the manager. The manager was sitting 10 feet away when I was speaking to Chris about this. When an allegation is made that an employee has lied to a customer, the manager should immediately be notified by...