AT&T Store — Local services in Wilsonville

I was really excited to try AT&T for business. I have been with Verizon for over 20 years, but their customer service is almost all A.I. now. But I'm really upset at the service I experienced today. However, I'm leaving the names of the associates that helped me off of this review for privacy.

I will say I called the night before and even though they were about to close, associate (XXXXX) was willing to help me out and I told him I wouldn't be able to get there in time. He told me he would be there the next day, so I came in. Unfortunately, he was not in yet when I got there. So a different associate I will call (ZZZZZ) helped me. He wanted all of my info and with complete trust I handed it over. My driver's license, my SSN, my email address to my business, everything. He said he needed to verify me. If he would have wanted to pull a credit check just say so! I told him I have a freeze on my account. Anyway, so he placed the order for the new air internet. I told him I needed the internet fast, because I needed it to work by Tuesday. He said he couldn't guarantee it, because the safe in the store was locked up and they couldn't get it open to get the products.

There is so much I could write here, but I'm limited by Google. Long story short, I left thinking I was all set. Then ZZZZZ texts me asking me to give him my driver's license and email again. I'm thinking 🤔 I just did that in the store. So I wait, and an hour later he tells me I'm sorry we can't give you a line because of your credit. At first I thought it was funny, because he obviously made a mistake. I have mid 700's score, lines of credit that have been paid off that are 17 years old, perfect payment history and no debt. So I told him I will just go back to Verizon then. But then I realized maybe I've just been scammed. So I text him back and tell him there must be a mistake. No response. Then I asked him to give me the denial letter in the text. No response. So I walk into the store and XXXXX is working with some people. The other guy is gone. He left and didn't even bother to finish up with me. Completely ghosted. No explanation, no further contact, but when he wanted to make a sale, he got all of my personal information handed to him on his phone! I have already had identity theft once. It took ten years to correct that horrible experience and now some kid has all my info in their phone. When I went back to the store, I asked XXXXX to give me the managers info, because by now I'm panicking that someone I don't even know has my info on their phone and is not responding to my texts. He said he didn't know it, and the manager wouldn't be in until Tuesday. So I asked him if he could find my info from today so we could delete it, he said, " I dont know how". So then I asked him how to call the credit department. He said, I don't know. Can you believe this? Yet when they want to make the sale, everyone is available to talk to. So I had no further option but to call the police and file an incident for the FTC Incase of fraud. I kept thinking of the people in the store who I apologized to, who had been with AT&T for 20 years as well. Suddenly I missed Verizon. Even though they are mostly A.I. now, I've never had bad reception, I can use them across the United States, etc. I wanted to try AT&T because I had heard they had excellent customer service and live people to talk to, which is frustrating at Verizon. I told the associate XXXXX and the customers not to take it personally, but I was upset and I wanted answers. This is completely unacceptable for a business this big.

Run from this store. You don't need to worry about credit you can get internet on prepay. You don't need to go through possible mixups on your credit reports and fear identity theft and data breaches from inexperienced customer service reps. This store needs an overhaul. If I have any problems with my credit report, or with any other service because of this incident. I will file a formal complaint with an attorney. Update: A manager had emailed me to discuss the problem. Then...

Brandy should not be working there. Right when my husband, I and son went inside the store today, she acted like she didn’t want to help us and asked Selene if she wanted to assist us since she was the one that spoke with my husband earlier today. I was switching to AT&T and was eligible for an upgrade. It was a DISASTER. She screwed up, asked her coworker for help and eventually had their manager come to the store to fix her mistake. She didn’t even explain to us what was happening and we just knew she made a mistake based on her questions to her coworkers. She left us I’m sure more than 12 times as she went in and out to their office. We waited for TWO hours of them trying to fix it. She was almost unapologetic and cranky the whole time. It was already past 6:30 pm and I didn’t want to wait any longer while my stuff are being transferred to the new phone. She clearly didn't know what she was doing so I offered to delete all my data to make the transfer faster. But she gave us an option to mail my old phone so that I can make the transfer at home. Right before we left, her coworker who helped her try to fix her mistake, (Brandy ‘forgot’ to mention this to us) told us that we will not see the ‘credit’ in our account until three months since we will mail my old phone from home. So basically we will pay MORE for the next three months due to your own mistake?! We went home hungry and very frustrated. If this issue will not get fixed we will never think twice and we’re definitely going to switch to a different...

I came about a month ago now due to my phone not being able to make calls or receive calls. I had to wait a bit as there was 2 other customers ahead which was fine. When I finally got helped it didn't seen like they wanted to really help me and didn't seem to care that I couldn't make calls. They were more focused about selling me a new phone and locking me into a 72 months plan with the new phone. Long story short I bought an unlocked phone though Samsung and went to the store. I left the plastic covers new phones come with because I don't have a scree protector yet. The employee helping me DID NOT ask if I was okay with him ripping the plastic off. He just ripped it off without asking me if I had a screen protector or not. Next he proceeded to tell me we just needed to switch the sim card in which case if he wouldve told me to begin with I wouldve said great thank you I'll do it at home just wanted to make sure what I was doing. Oh to also add when I came in the first time a just hired employee came in and had no reason to come in other then to distract the employees who are working. He was going on and on about God knows what, but it was annoying and distracting. Last thing to note was he THREW MY BRAND NEW PHONE around like it was nothing and not to mention he threw my old phone...