AT&T Store

In February of 2023 I bought 2 phones/added lines for my kids and removed my mom from my plan. I went in planning on changing my mom's line's number so one kid could use it, then adding one additional line. The sales rep added two lines and said I could call AT&T to cancel the other line. When I tried to cancel the line a week later, I was told that I can't cancel the line I already had or I would not get the discount on the phones that I bought my kids ($1/mo). I had to pay for the additional line for three months before I could cancel and keep the rate.

Fast forward to this Christmas, I added another line to my account for another one of my kids. It was Christmas, and I knew I wanted to get my husband an iWatch, so I asked about them. The manager said yes we have a deal, buy one get one free. I asked if I could pay in installments through my plan and they said yes, no problem.

I got my bill today and the watches were there with a service plan attached to both, as well as a "home appliance insurance" service that I knew nothing about. I didn't need service for the watches, but When I called AT&T to cancel, I was not able to cancel the watch lines or I'd have to pay for the watches full retail... $600! What they had said was not true, and it was costing me $100 more per month than we'd discussed in store.

Long story short, the rep and manager didn't fully disclose information and also added services that I never asked for. Luckily ATT customer service was able to lower my bill in other ways to make up for the charges I was incurring because of the rep and manager's dishonesty and laziness.

THE worst service I have ever received. The manager, Roger, apparently comes and goes as he pleases or is never there. Moving a mountain is easier than getting in touch with him. Leaves his employees clueless to fend for themselves (I feel sorry for them). Save yourself a headache and go somewhere else.