AT&T Store — Local services in Washington Township

I went to the store in October to upgrade my phones...just an upgrade. When it was time to review my bill we found that two lines were added to my service. That was not what was agreed to in the store. After taking to customer service we were told that we had to go back to the store to resolve the issue. We got to the store and spoke with the manager who informed us that the associate that “upgraded” our phone by adding two line to our service was let go due to adding services to customers plans with our permission to increase his commission on sales. Sue to that fact the manager agrees to cancel the line with out charge so I agreed because I thought that would resolve the problem and the upgrade that I wanted from the start would be honored. My account seemed to go back to normal. Following we were paying the incoming bill and all seemed to be fine. Tow Mondays ago I got a text message from att that they were going to charge my bank account 1275 dollars after I had paid my bill. Well when the manager at this store canceled the lines fraudulently added to my service the installment payment for the outage were dropped and I needed to pay for the phones out right. Called customer service again and was told I would need to take my phones back to the store and return them, reinstate the canceled lines, cancel my current lines, buy new phones and hopefully on the back end and get my original phone numbers back. So I went back to the store where I was told not to return my phones because the staff in the store during that time the entire staff was let go for adding fraudulent services to quite a few clusters plans and all issues were going through a manager review process. My information was taken and I was told I would get a phone call from the district manager with in a few days to discuss my situation so we could reach a resolution. That was last Sunday. While I was waiting for this call I called customer service again and was told that if I opened a case it would maintain my service without disruption until 4/26/21 so I could get my account straightened out with the district manager. Yesterday I got a text telling me that my billing issues were resolved and the case was closed. Ten minutes later my service was turned off. My husband called att customer service and when the notes were reviewed they decided to keep the case open and restored our service. I return to the store again Wednesday to ask why I had not gotten the call from the district manager. I was told my case would be considered a priority and I would get the call from the manger that day. Needless to say I did not and I am still eating for the call. Looks like I will have to return to the store again. Between phone calls and time in the store we have logged at least 40 hours trying to fix their mistakes. I’ve had att for the last 15 years and I have to say this has been the most disappointing nightmare I have ever experienced dealing with att’s services. At this point I am completely stuck with no other options to try and find the money to pay the phone off now to avoid collection attempts by att because I’m sure that will come next. Completely frustrating and very stressful with no real end in sight. Very disappointed with this store and att in general. Be very carefully when dealing with...

Matthew was AMAZING. I walked into the store on a Sunday with two elderly couples ahead of me, he was the only one in the store. My wait was probably about 45 mins to an hour so I had a lot of time to observe before he even got to help me. He is amazing, he is patient and helpful. PATIENT was the big key word because everyone knows how frustrating it can get to teach someone who has never used an iPhone before how to use one. He never not had a smile on his face and was so polite he even opened the door for the elderly lady that was walking out with a cane and an oxygen tank. Sunday I would think would be one of the busiest days in the store specially since it’s the day most people run and get errands done. Matthew was by himself and did a great job juggling all of his customers to ensure no one felt like they were being ignored. When it came my turn, he was patient, kind, and respectful. He was very knowledgeable about all the products and services and really helped me get the things I wanted. Above and beyond is an understatement when it comes to Matthew’s customer service delivery.

For AT&T, better staffing and proper planning is recommended. It is unfair to have one person for 6 hours and expect them to cater to multiple people at once by themselves. I understand some days are busier than others but to have ONE person staffing a store for 6 hours, how can he have ate, drank, even went to the bathroom? To have such amazing staff, selling your products and bringing in the profit - treat them better and fairly. I’m sure one extra person on a Sunday won’t hurt such a...

So I have been having issues with my phone connecting to the internet. So I take it to this AT & T store and was treated with some of the worst customer service I have experienced. I went to the main desk and tried to explain my issue, and the man at the desk did not even introduce himself or seem to care about my issue. All he did was take my phone restart it then call the store and told me its fine there is no problem (there was a problem and I was not given a chance to show him),then was told take it to Apple and they will give you a new phone because you have the limited warranty. I did not want a New phone and tried to tell him and ask for help but was told Thank you have a nice day. He then walked away and I left because he did not let me try to explain what was happening all I was able to get out was my phone was not being able to connect and that's all he did without really hearing me out or attempting to help me. Long story short I take it to Apple to find out It was not Apples fault but the AT&T mobile security app with the VPN. Something I was told could have been fixed at the store just by them taking the time to sit down and figure out what was happening with my phone. Something I was not given the chance to do at this Store. All I wanted was to be heard and helped Apple helped me more then...