AT&T Store — Local services in Springfield

I am writing to express my deep frustration and disappointment regarding a trade-in issue that remains unresolved despite multiple attempts to rectify it.

In October 2023, I visited this AT&T store to trade in my iPhone 12 Pro Max for an iPhone 15 Pro Max. Unfortunately, the associate who assisted me failed to process my trade-in correctly. Since then, I have visited the store multiple times seeking a resolution, but to no avail. The store staff informed me that the associate who handled my transaction no longer works there and directed me to contact customer support.

Upon reaching out to customer support, I was advised to return to the store to have my trade-in processed properly, ensuring that I would not be charged the full amount for the new iPhone 15 Pro Max. Despite following these instructions, the issue remains unresolved, and I am now being billed for the full amount of the iPhone 15 Pro Max.

This situation has left me feeling cheated and betrayed by AT&T. I request immediate assistance to either have the trade-in credit applied to my account or to have my iPhone 12 Pro Max returned to me.

Your prompt attention to this matter would be greatly appreciated. Should this issue remain unresolved, I regret to inform you that I will be compelled to discontinue my service with AT&T and will advise my friends and family to...

I came in today for assistance with a bill related question. Unfortunately, I did not catch the gentleman’s name that assisted me, but let me express he was excellent. I purchased my phone at this location. The the person that assisted me during the purchase had quoted me a price that did not match up to what I saw on my bill. When I came in today I was little assistance to this gentleman. I couldn’t remember the sales person name, the date I purchased the phone or the exact dollar amount quoted. He reviewed my plan and could not find anything related to a reduced price for the phone. I thanked him and left. Five minutes after I left, he called me. Yes, you read that right. He reached out to me!! He had continued to review my bill and discovered what I was referring to and then proceeded to explain it to me. Yes, you read that right too. He took the time to ensure I understood my plan and bill. If anyone is looking to purchase a phone and would like to speak with knowledgeable employees and receive five star customer service, this is the...

After visiting two other AT&T stores where customer service was apparently a foreign concept and being treated like I had no value (I have been a LOYAL Prepaying user for a couple of decades [I am an active 74 years of age customer]), I stopped at the 6th Street store in Springfield, Illinois and my problem was resolved by LENA in record time! I was SOOOO stressed about the pitiful service at the Wabash store and the rude non-service at the Chatham, Illinois store that I bought a flip-phone at Wal-Mart in case I needed help and my family could contact me if needed! Factor in about 1-1 1/2 hours on the phone with Tech Support over a few days and a couple of calls left me with no solution! The phone techs were patient and courteous, however, they did not resolve my problem! Lena reduced my stress level from around 200 down to ZERO!!! She is a Golden Customer Service Representative!!! Because of her, I will currently remain an AT&T customer....So if you have problems, go see LENA at 1311 S. 6th Street in Springfield,...