AT&T Store — Local services in Vandalia

Two weeks ago, I visited the store to ask if I could change a number on my mother's account, as some issues arose and she didn't have the time to go to the store. The employees - the manager and another individual - had the number changed within 10 minutes. They did not inform me of any charges nor did they give me any other information other than the number was in fact changed. Obviously, I would not have made this change given the substantial charges, frustration, headache, and hours wasted trying to fix the issue this store made had I been made aware. Fast forward to my mom receiving her bill, it increased nearly $120 from this change. Come to find out, the employees added a new line and didn't cancel the old one, resulting in these charges. My mom spent nearly an hour on the phone with customer service and could not cancel the line in addition to trying the online chat option so I went back in to the store to see if I could figure it out today. I was told I was not authorized to make any changes, which is funny considering I was the exact person who made these changes two weeks ago to begin with. They told me my mother had to call customer service to cancel the line. I informed them my mother had spent the morning on the phone trying to fix this issue and they refused to cancel the line. The employee, the "new" manager, stated we could go to the Edwardsville store to fix these issues, as they are not allowed to cancel any line. All these things should have been communicated about to me at the time of this change - the changes, making me aware that a new line was added and the old one would have to be cancelled, etc. Today, the new manager thought that by telling me she was the new manager 10 times, it would change something, but I think it just made it even more clear they didn't want to take responsibility for their wrong doing or make this issue right. You'd think the manager would have gone the extra steps to call customer service herself and make this issue right, especially considering these were changes were made by me - an "UNAUTHORIZED individual." Apparently, the new manager needs to be replaced with a new one that doesn't talk in circles about trying options that have already been tried and not helping solve any issue. I then asked if they could cancel the entire account before I left, but apparently, they can't perform that task either. What is the point of these physical stores if they can't do the simple tasks? Definitely would not recommend this location - or AT&T in general, and I would absolutely recommend getting new, competent employees that follow policies to avoid issues such as these.

UPDATE: After nearly 3 hours on the phone, the line in question was finally cancelled. In addition to this, the customer service representative also informed my mom of another line that has been on the bill for months after purchasing a new Apple watch. AT&T employees are not disclosing all the changes they are making to accounts and are adding additional items to the account that are not asked for. After a quick Google search, I came across numerous articles that stated AT&T employees get commission when customers add new lines so, if true, that makes all the sense in the world - scamming customers to line their own pockets....

DO NOT RECOMMEND! JUST OUT TO MAKE COMMISION : Vandalia IL At&t Store Manager was very misleading and misguiding during our experience of setting up a new customer account. We visited the store almost daily to get answers on our account, and left with none. We then went to Effingham IL At&t store and left with some answers. We decided to cancel our First Responder Account due to misleading and misguided information given to us from Vandalia IL At&t store. When we returned with in the 14 day return/cancelation period we were charged restocking fee along with the sales tax we paid originally when we started the account. Store manager stated " she didn't have to charge us and could refund the sales tax but will not do so because she felt she informed us correctly." We highly recommend not dealing with this store! Just a few years ago, they had very helpful and...

I had to walk out the young girl in there as an attitude especially with an old lady. the lady was saying she needs server she has no server and the girl was telling her rudly I don't know what server is I can't help you I don't know what server is. This older lady is about probably 70 years old and more then likely ment service, cuz she kept poking at her phone saying she does not have no server and needs help. 😡 the way the girl was talking to the older lady I had to walk out because that girl needed a smack across the face a couple of times. I was there to change providers and get 6 new devices for my semi but I'm not going there. Both of them move very slow I've seen pple that are high as hell move faster then them. You...