AT&T Store — Local services in Town of Colonie

I switched from Verizon to AT&T Tuesday the 10th and went into this store to do so. I was originally planning on going with a pre-paid unlimited line, but the manager Christian assured me he could put me on a post-paid plan for the same price (actually a few dollars cheaper, ~$55/mo + $3-$5 in monthly fees + a one-time $35 activation fee…fine). I was also told I would receive a billing summary in 15 days and a bill in 31 days.

Imagine my surprise when I got a bill today for $131 due on the 19th - 9 days after opening my plan and well above the monthly cost + activation fee. I called the store today and spoke with someone named Chris (not sure if they’re the same person as the manager) who told me I needed to come into the store to change my plan moving forward. I was also told they couldn’t adjust my plan for this billing cycle in-store and I’d need to call *SAVE to speak with the loyalty department to get my bill adjusted for this month. I clarified more than once that I needed to come into the store and there was no way to do this over the phone - I was told yes, I absolutely needed to come in.

Imagine my surprise AGAIN when I was able to get everything fixed over the phone. Christian put me on the Unlimited Extra Plus plan which is $75+/mo. I only need 1 line, so a better plan for people like me is the Value Plus Plan - $50/mo +fees.

Don’t trust people at this store - they are either woefully unaware or maliciously misleading. Never going to this store again. Just call the loyalty department and save yourself...

Worst experience with a carrier I’ve ever had. Staff coaxes you into additional services, promising discounts/credit as a promotion that you can “just cancel” but then you never receive them, and they don’t explain the details so you end up with services and equipment you have to return along with accruing charges. Staff began to set up my phone and then sent me home because it was taking too long but then my number didn’t transfer so I had to return multiple times to get it to finally work. My plan was never correct(to this day), I was placed on plans and additional services that I had originally declined or never requested and had to be adjusted by regional manager who said it was their mistake and told me to return to waive said charges. RM was never available, I made three appointments and each time the store was closed, lights off, during operating hours with an AT&T rep saying “that’s odd, someone is clocked in”. RM gives me the “call AT&T” response after I finally was able to get her on the phone via an employee’s phone, completely passing me off. I’m exhausted from calling dozens of AT&T service numbers, getting constantly transferred, going to the store trying to just get my plan correct and still end up with no resolution. I left...

Went here this weekend to update. Told the associate i needed to switch plans to get the deal and then i wanted to trade in my phone to get said deal. He never switched my plan. Upgraded all the phones. Ordered the wrong phone. Cancelled it. Ordered a second phone which was actually the wrong phone and much more expensive. Bc of this staff error my bill is estimated to be over $100 more a month. After the $450 bill next month. (My bill is usually $180!!!) I called and spoke with a rep who reassured me she'd switched it all and the correct phone pricing should go in affect in two billing cycles. The other phone was returned but I'm now too scared to even try to upgrade it with the mess the employee made of my plans/phones/discounts. I was planning on upgrading at home. I knew what phones i wanted and exactly what i needed to do but i was afraid of messing it up. So instead i went to the store where he did everything i was literally afraid of happening. I swear if the rep didn't fix his problem i will be canceling my plan and att will cover the early termination fee....