AT&T Store — Local services in Tupelo

Yesterday I visited AT&T to pay off one of the watches on my line and to switch the line to FirstNet. Mind you, I have been a service member for 4 years. I share this line with my mother because when I bought the phones, I was considered underage due to being only 17, despite being emancipated by the military, so everything went under my mother's name while I paid the bill. In the beginning, we came to the store in 2023 when I first bought the phone, where we met an employee by the name of Angela, unsure of her last name. We thought everything had been done correctly, but upon purchasing two new watches at the West Main AT&T store in 2024. We learned that extra charges were added to our line that we explicitly told her we didn't want, because the phones weren't paid off No one knew how to fix the issue while we were still both on installment and service bills. After paying my phone bill at the beginning of this year, I had to call the corporate office. On that call, I learned of all the extra accessories and fees that had been added to the plan WITHOUT my permission, but because it had been a whole year, I was only allowed to receive a quarter's worth of what I paid for a WHOLE YEAR. As you can imagine, I was upset. Fast forward to yesterday, when I went to switch my plan back to FirstNet because the phone wasn't paid off, and I was paying two different bills, so I dropped the service to wait until the phone was paid off. I stumbled upon Ms. Angela again. She was the employee who assisted us as we explained what we wanted done, but I was blatantly ignored after explaining that I didn't want any extra products; I just wanted to regain my service. She ignores me and brings me the products anyway. She starts asking about credit checks and eligibility, even though I have proof of service and a prior FirstNet account. I wondered why I needed a credit check when I had the service before, and no credit check was required. She basically states they needed to ensure I had "funds" to pay the bill, even though I had been paying it for 2 years and it was in my mother's name. I explained that I hadn't had a credit check before and that I've been paying the bill the whole time. I started to feel frustrated and explained that I thought she wasn't listening to me and was almost pressuring me into something I knew wasn't required. She stated she would go and get us a manager to help resolve the issue. Just to come back with NO manager and ask us to presume on our previous course of trying to regain service with FirstNet. I told her I no longer wanted to speak with her because she wasn't helping and almost had an attitude. SO in short, we paid the watch off and left. I did not receive good customer service, and I felt disrespected afterward. As a result, I will not be back to that store unless it's to speak to a manager about...

My brother dropped his phone in a creek, which apparently killed his SIM card (along with his phone). I provided him with a spare phone & SIM card, however when he went to the AT&T store, Julia told him that I would need to be there to verify the account as we have the Family Pre Paid and I am the account holder. He asked Julia if she could just call me, to which she replied "NO, anyone could SAY that they are 'my name'". THAT was the FIRST trip he made Saturday 9/20/25. So on Monday 9/22/25, I went to the same store, but dealt with ANGELA (who I've dealt with MANY TIMES in the past, and SHE IS GREAT!!!!!). She offered to get him a new SIM card, but would have to scan the back of his DL. I had walked next door to Sam's Club, and when I came back, my brother was sitting at a table with Julia. He informed me that SHE was the one who turned him away on Saturday. Unfortunately, Angela was tied up with another customer at that time. We explained the situation again, and when she scanned his DL, she said that he was on an individual account. I advised her that he was, in fact, on my Family Pre Paid account, but she insisted on arguing with me that he wasn't! Simple enough... I pulled up my Pre Paid account on my phone and showed her HIS NUMBER on my account and stated that BEFORE she insists on certain facts, she might want to check them FIRST! Julia the raised her voice to me and told me "not to take a 'tone' with her"!¡ Seriously, just because she was caught in a lie, she wants to come back at ME?¿ Needless to say, I walked out of the store and NOTHING was accomplished! If that's the way AT&T wants to treat their customers, there's what, 10 other carriers that would welcome my FOUR...

My husband and I just changed over from Cspire to ATT about a month ago at a different location in Tupelo. They had messed up my plan and I was somehow under two different ones. Our first bill was $700. I didn’t want to go back to the store that signed me up because they had given me terrible customer service (had my husband set up his own phone because they were “busy” even though they weren’t with a customer) so I went to the North Gloster location on 8/29/19 to see if they could help. As soon as I walked in the door I was greeted by Rico with a smile on his face. He immediately sat me down and started looking over my bill to see what was going on. It took about an hour but Rico and two other sweet ladies called customer support for me and helped me get it all taken care of where when I had called in myself earlier in the day no one seemed to be able to help and just continued to transfer me back and forth.

They helped me get my bill lowered to where it was supposed to be and made sure my plan was changed to the correct one. I left nearly in tears from the relief I felt from having it all worked out. I had already decided from my previous dealings with the other att store and the customer service number I called that I could very well be leaving the store cancelling my contract and going back to cspire. But knowing that the employees at this att store really cared to help me make things right definitely made my decision to stay on with AT&T. I will only visit this location...