AT&T Store — Local services in Rockport

I have had AT&T for over 14 years. I have 5 lines and upgrade consistently. I consider myself a good customer. I called the 1-800 number to transfer an iphone7 to an iPhone 12 which I had bought through the upgrade option on AT&T app. After 3 hours on the phone with the support, the girl who was trying to help and who struggled terribly with the language barrier turned off MY service instead of the iPhone 7 I was upgrading for family member. Went to store for help.

No one was there when I got there but the young man. When I told him what happened. - mind you I never raised my voice or yelled or said anything derogatory- he didn’t say or respond with anything. He just looked at me and started typing on his iPad. After a few minutes he picked up another iPad and continued to type … never saying anything like. I’ll be right with you. I’d be glad to help, hang on, or I can’t help you”. He said nothing. So after more time.. I asked with great frustration. Do I need to go somewhere else TMobile. Can you help? And he said I was rude?? I wasn’t. He immediately made a face and knew that I wasn’t there to buy something and then refused to help me. Worst experience in my life. I left. Went to the Aransas Pass store where Sarah said she could help after I told her the same thing I told him. The Aransas Pass store people are great. She fixed my issue . Was communicative and very helpful. So I bought the new AT&T cable box they are offering and will be upgrading my next two phones for upgrade only through Aransas Pass and NEVER THROUGH ROCKPORT AGAIN. The rep had such an attitude. DONT GO TO ROCKPORT. I’ve had awesome experiences at Aransas Pass and have had great help in Portland too. ROCKPORT NEEDS CUSTOMER SERVICE TRAINING. They don’t need to act huffy just because...

I do not recommend doing business with this store, and if you do, make sure you know EXACTLY what they are doing to your account and pay attention to your next billing cycle. I'm only giving one star because zero is not an option. One of my family members (on my phone account) went into this AT&T location to upgrade to a new phone. He was told by the employee helping him, Robin R., that the cost would only be $6 extra dollars a month TOTAL; HOWEVER, without his authorization or the authorization of anyone else on our account, Robin added an entirely new line to our account that increased our bill by $133! I had to spend over 3 hours on the phone on two different days with AT&T customer service being passed between 3 different departments, 2 different supervisors, a fraud department with only an automated system, and file a fraud claim online only to have it rejected, before I finally got through to someone who actually was able to help understand what had been done to our account without our authorization AND fix it. The AT&T customer service rep is the one who confirmed for me that this employee, Robin, added this new phone line to our account - which I can only assume was a way to meet certain sales goals. Regardless of why it was done, it's a shady way to conduct business this way and lie to your customers about what you are doing on their account and how much it is...

Beware of the manager austin. He will say how he is happy he works at a privately owned store because he doesn't care for at&t and just wants to save the customer money. He will get you to sign up for stuff to save you money on top of the promotion they have going but seems to have excuses when you ask how much your final bill will be until you have your new devices pretty much loaded up. He will just assure you that it won't be much more if not cheaper. Do yourself a favor and go with the nice young lady or the other young man. She was very helpful, up front, and honest. I'm sure this store will be managed by her in the very near future. The little curly haired ** felt more like a used car salesman and that doesn't translate to repeat customers. Thanks again for the $300 bill for the...