AT&T Store — Local services in Solon

I'm having a problem because I'm not eligible for the First Net network, but the At&t rep signed me up anyway. (I am a nurse, not currently working as a nurse) After my service began, I started getting texts and emails wanting proof of where I work as a nurse. I was upfront about having a different job from the beginning. All I had was a license that I wasn't using. She told me it was fine and also said our new phones would come free with a 3 year contract. I was very content with Straight Talk service, but wife and I both needed new phones pretty imminently, so this was the savings that got us to sign up. By the way, this lady just showed up at our apartment. We had scheduled a new installation of internet service and she arrived just before the installation tech did. It was confusing because we did not know someone was coming to talk to us about wireless service. She said it was because she could get us a great deal since we were brand new internet clients. The process took about six hours. She was there in our efficiency for most of the time. She did leave to get our phones and brought them back. We've been making payments on the phones this whole time. Plus now my phone service keeps getting interrupted since I'm not working as a nurse. They want proof for verification. But I don't have it it. All I have is a contract and a phone that doesn't work.

I then contact an agent who told me I must get a new Sim card and swap networks. I came to your store for assistance on Friday 6/21. (This is why I'm posting this here first) The man on duty told me I needed a new Sim card. He got one out and set it down on his side of the counter. He told me he couldn't do it for me. He said I have to call them myself, even though I can't be on my phone during the process. He did not hand me the Sim card. He took a brief phone call. Another customer entered the store. He began to help him over my shoulder. I reached across the counter and took the Sim card and we left. I don't like being tricked, lied to, and then ignored. We honestly regret switching. The internet and phone service is usually works great, but the customer service is smoke and vapor. I don't want to post anyone's name here, but I remember. I'm hoping to resolve this by switching to the At&t network for a price similar to what the rep promised me and...

This is a franchise store and they operate by their own low standards. In December, 2015, I stopped in to ask if I could lower my family plan bill by reducing the data package, and I was told NO. They then asked me if I had received a "free" tablet when I had purchased my Iphone at a REAL ATT store. I told them I had not. Now keep in mind, my whole purpose in stopping at the store was to reduce my charges, NOT increase them, which I explained when I first entered the store. Long story short, they "gave" me the "free" tablet, and when I asked if there were any additional charges on my monthly bill, and was assured NOT. I never even turned it on for 2-3 months when my computer died. It didn't work. Yes, I had been lax in taking care of my business because I was sole caregiver for my elderly mother suffering from Alzheimer's, and she was waiting in the car. She passed away in March, and I am now freed up to take a closer look at my bills and much to my surprise, I found I have been charged monthly for the use of the tablet. I chatted on line with an ATT rep and she was able to credit my account for a very small portion of the charges. Further, she WAS able to reduce the data package on the family plan, as they should have been able to do in December, 2015. Without the unauthorized charge for the tablet and the reduced data package, my bill has been reduced by over $60 monthly. So, the Solon ATT store ROBBED ME in excess of $1,200 for that period of time. I am certain the laughed their arses off at the stupid woman they had just ripped off. I had my 94 year old mother in the car waiting for me, and I should have been more careful, but, I just didn't expect to be given wrong information, and charged for something I never wanted or needed in the first place. I am not just angry, I AM LIVID!!!! They are an unscrupulous...

Signed up for prepaid services. Told the representative Matt that I wanted the $75 unlimited prepaid plan and was told numerous times throughout the conversation that's what I had. Matt also stated that with my att account for internet through the my att app that I could link my new account to sign in. Later found out that that was incorrect as they do not offer to link with a prepaid account. Come to find out I was signed up for the $65 unlimited plan after I registered for a prepaid account, autopay, etc. My services were disrupted because they claim after signing up for services that I changed my prepaid plan which I stated multiple times that I did not. The store manager Stephanie repeatedly kept accusing me of changing my services and then became dismissive and rude at the end of our conversation and threw my receipt on the counter after I asked her for it since I did not get my receipt the first time I was in store from Matt. All in all it was a pretty bad experience as a new att customer. And the manager/reps need more customer service training and should become more knowledgeable about the services offered for both prepaid and post paid customers.

So after leaving this review my plan was magically changed to .25/minute plan. I went back to the store to see what could be done and the manager Stephanie would not refund my money for the service or help in any way. She directed me back to customer care who is now saying that the store will have to help me. Someone here changed my plan without my authorization. You go to these att stores and give them your info only for them to use it against you. When asked to speak to the manager over her, she stated that she's conveniently on vacation. Avoid this store and just conduct your...