AT&T Store — Local services in Somers Point

I was going in to complain about overbilling for at least 2 billing cycles. It was easy to see that was the case. $33 overcharge twice but I think if I looked more I would find more. Associate said I have to call Customer Service to get a credit.After a two hour wait I gave up. I made 3 observations at that time. 1. AT&T has no problem taking my money but when a mistake has been made on their part there is no rush to fix it. It is beyond me that a small thing such as rectifying an overcharge cannot be done right at the store level. Once this situation is taken care of I plan on paying off my present phone and terminating my At&t account as soon as possible. I believe this company willfully commits fraud on their customers and other very poor business practices. They should take all of the money from fraudulent overcharges and outsource a call center with 1000 operators so then the customer calling " Customer Service" stands a chance of speaking to someone in 3 hours or less. Here is a quick narrative of a previous less than satisfactory encounter. My phone camera was not working but I was fine with that. I went in to AT&T store and spoke with tech and he said their was a program going on that I could get a new phone with no deductable. Of course I agreed. After the salesperson entered the information he said "oh I made a mistake there is a $300 deductible so I told him to cancel it. He said he could not remove the deductible charge but some body will take care of it. I checked my auto pay and it was set to come out in 3 days. Nobody in the store could fix it. I sat in that store for over 3 hours on the phone for 3 consecutive days because I knew if that $300 went out as a payment I would never see it again.After demanding to be sent up the chain of command I finally got the problem fixed when somebody got the charge removed. Just prior to that one operator said I better pay the bill or it would go into collections!! So if either of these events were the only ones in my Customer service engagments I might let it go but twice is ridiculous. I am a retired veteran on disability. Like everybody else on fixed income I can't afford to give my money away to a conglomerate who has no problem taking my money even in amounts I NEVER authorized but has an unbelievably antagonistic and unresponsive methodology for the customer to get...

I think I waited long enough to write this review, NOTHING has been fixed or is getting fixed with our situation and it's been 4 months... Marcus W. was supposed to reach out to us on multiple occasions. Still to this day Sept 30,2024, We have NOT heard from this man and we have spent countless visits to the AT&T stores... I guess our time isn't as valuable as his.. He is the Client Solution Specialist. Mathew district manager or manager of the Somers Point location, was supposed to get back to us 3 weeks ago Mathew swore up and down we would hear from him by Tuesday 9/10/24 still no call. Went there yesterday 9/29/24 we were told the location he was in, was busy with customers and then we were told he isn't at work. Come on now is he or isn't he at work...Then we were told he would call us today 9/30/2024 and still no phone call. The manager of the Somers Point location Kailey messed up our account BIG TIME. and there is still no resolution to her mistake!! I actually have the paperwork that proves she messed up. She messed up so bad that our bill has jumped to $100.00 + more then what we normally pay. Paying for 2 additional lines that APPARENTLY have phones attached (We have no extra phones) to them that we are paying for and aren't being used and we have no use for these numbers. We CANNOT afford to pay this bill with the monthly charge that was added to our account. I can't seem to get anywhere with anyone that is in charge. Just broken promises that we will get a call back. She added 2 phone lines to our account when we repeatedly asked her not too. I was supposed to get $1000 credit for returning my phone and it was applied to the wrong#, we paid off both our old phones the day we got new ones... "NO ONE" IS REACHING OUT TO US TO GET THIS RESOLVED!!!! Although we keep hearing Marcus is gonna call us we still haven't received a call. Still nothing as of 9/30/24 @ 2pm..... We are customers with AT&T for over 23 years. This is soooo unprofessional and...

I went into the store today to return a device since today is my 14th day, the last day of the return policy. When I walked in, I was greeted by the sole employee in the store laying on the flat couch in the rear of the store. He sprung up when I walked in, looking completely disheveled. I informed him I needed to return a defective device, and he immediately told me he couldn't do any returns. I explained to him that it was my 14th day, and he said I would have to go to another location. When I asked why, he said the manager needed to do returns. I asked if the manager was coming in today, and he told me no. First off, if the manager is required to be present to process returns, there should always be a manager on site. Secondly, if that is the case, every employee should be empowered to do everything.

I ended up going to an AT&T cooperate store where the return was processed with no issue. The corporate store also informed the watch I purchased on a promotion for no cost had actually expired on April 15th. Had I not returned the device, I would have been charged the full amount. The corporate store also informed me that my plan was changed to "next up" without my knowledge or consent.

The last issue is that my wife and I are first responders, and each has our own Firstnet account. We were told by the store manager at this authorized retailer that we couldn't combine our plans because we had Firstnet. The corporate store informed me that, in fact, we could and should combine our plans because it would save money.

All in all, I would recommend anyone needing new services or making changes to an existing account, save yourself some headache, and go to a corporate store. The one is Egg Harbor Township is 15 minutes away and will provide a much higher...