AT&T Store — Local services in Town of Tonawanda

Unfortunately, I had a deeply distressing and unacceptable experience at your AT&T store located at 1730 Niagara Falls Blvd, STE 400, Tonawanda, NY 14150, involving two employees — Jeremy (sales staff) and Will (manager).

During a recent visit, my most sensitive personal information was collected under the false pretense of account review and was instead used to submit and process an account I did not consent to, agree to, or sign for. This act was either an intentional breach of trust or a shocking display of incompetence — either way, it is unacceptable.

When I returned to the store to request clarification and written confirmation that my personal data was safe, I was met with complete disregard. Will, who identified himself as the manager, refused to assist me or offer anything in writing. He explicitly told me he did not have the “time or energy” to help — a deeply inappropriate response to a serious data privacy concern.

This situation is far beyond poor customer service. It has potentially compromised my ability to secure a home loan, as I am currently in the middle of the home-buying process. What happened at this store could now derail months of financial planning and trust-building with my lender — all because of deceptive behavior, evasive language, and a refusal to take accountability.

I am kindly asking for the following: A full investigation into the actions of Jeremy and Will. Written confirmation that any accounts or services submitted with my personal data have been fully voided. A direct apology and assurance of data protection from AT&T. Contact information for a regional or district manager overseeing this store. Clarification on what training or disciplinary action will be implemented to prevent this from happening to another customer.

I have video documentation of this interaction that I am prepared to share with AT&T corporate, the Better Business Bureau, and appropriate regulatory bodies should this matter go unresolved. If I do not receive a response by the end of the week, I will pursue additional escalations including formal complaints with the FTC, FCC, BBB, and the New York State Attorney General’s Office.

The fact that I trusted AT&T with my personal information — and was treated with deception and indifference — is not just disturbing, it’s dangerous. I can’t imagine how many times they have done this before and /or will...

I expected a lot more from AT&T. Growing up, I've always had AT&T and always had the BEST service. I don't know what changed in the few years, but I do know that the monthly payment was no where near the price I was quoted for in a store. I kept complaining about the bill. The "promotions didn't kick in yet" so I kept paying. Then three months later... the promotions still didn't kick in and I'm too far into a contract to cancel. I was expected to pay near 250$ per month for 2 lines and 2 phones when I was told it would have been 150$ per month. I would never have switched plans for such an expensive price. Then I fought for ONE FULL YEAR for AT&T to cancel my service and get rid of my balance owed. I returned my phones at a store and it never registered that they were returned in the system. They told me that because I had them for 3 months I was still liable to pay for them. There was no way I was going to pay 1500$ for two phones that I no longer had. It was a disaster. I'm very sad to say that my last experience with AT&T was outrageously infuriating. It's almost like a scam to get people locked...

Okay so first and foremost the service associates did a good job at the store that's why the four star rating. But AT&T as company is terrible the associate made a simple mistake and ordered the wrong phone not a big deal these things happen. When I realized this I went back the manager and two associates where not able to cancel the order. According to the phone rep at AT&T they had not processed the order so could not be canceled. I had to wait 24 hours for email then request a cancelation.

Less then 24 hours they then shipped it. I called they apparently did not even refer to the multiple attempts to cancel the order so now I have 14 days to return the phone I didn't want but unfortunately I am out of town for the week and won't be able to return the phone until I have 7 days left so I am anticipating the AT&T will screw the next phase up and claim that they didn't get in within 14 days beacuse it will take more then 7 days to ship.

So store 4 stars AT&T...