1 Message
Unsatisfactory at the store LEVEL
I made a purchase of 2 phones and 2 tablets and was trying to port one of the lines from AT&T business to Consumer line which I was also on that Business account. Even when provided all the accounts number etc, was told by the store location in Gastonia, Nc 28052, off cox rd, that they could not do this port! Two weeks went by and I call the customer service line, 1 800, and was told that the number could be ported and we did. This number was and still is my 82 year old Mothers' and yes I fault hard to get that number back and then turn in our old phones. The problems is that installment are associated with a number we do not have, and therefore I am calling the store every month requesting for credits, via Nathan S. the Assistant Sales Manager. I have been listening to this manager and this store, and here we are 8 months in, and nothing has happened for as removing the line and placing the installment on the the right line. On the other hand, I was talking to one of the Store reps and he informed me that since I did not caused the problem, AT&T will let you out of your contract. I have been told that by 2 of the store employees' only to be told by Loyalty Group that is not going to happen. It is bad enough that the store manager has made if perfect clear that he doesn't care too much for a BLACK MAN with and education and a little knowledge as to how this situation could have gone 5-6 months prior. All I get from him is a text message, no call back unless I call him several times and when I show up at the store level he can not or will not look at me, rushes me out the door and tell me the same thing, either it's pending or we are working on it. I used to work with PMC department with AT&T, Bellsouth Mobility, and also Bellsouth Loyalty department, and I did not treat non of my customer in the matter that I am experiencing. I am requesting to allow me to return all equipment pay what is owed and walk away and wishes not to loose my mothers name. This was not fault of mine, and all I have been doing is listening to your players and it is costing me time and money and sleepless nights. My phone number is xxx-xxx-xxxx, my mother line is xxx-xxx-xxxx, and two tablets. ,my email address is [email scrubbed]. my old id was xxxxxx
(Edited to remove personal information)
MicCheck
ACE - Expert
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14.4K Messages
7 days ago
AT&T won't change the installment plan to a different line. I don't know if that's a system limitation or simply corporate policy, but either way, it won't happen.
Store employees are salespeople. They can perform some customer service duties, but they are in sales. Don't talk to them anymore.
Why do you have a phone line that no one's using? Was it set up when you opened the account and used prior to your mother's number being ported?
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OttoPylot
ACE - Expert
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24.9K Messages
7 days ago
Authorized AT&T Retail Store or an AT&T Corporate Store? They both look exactly the same so you need to ask. Can be a big difference in what you are told and the way you are treated.
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Lockdowncraziness
Former Employee
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2.8K Messages
7 days ago
This is a customer based public forum. You just posted your and your mother’s phone numbers for all the scammers to see. This is not a way to reach AT&T.
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OttoPylot
ACE - Expert
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24.9K Messages
7 days ago
@tyrone_h_mccoy I missed the phone numbers as @Lockdowncraziness pointed out. Please use the three vertical dots to the right of your post and EDIT out your phone numbers. That is exactly the type of information that scammers/spammers/phishers look for to exploit on public forums. If they get your phone numbers, you are going to have more problems than what you mentioned in your original post and there will be nothing that AT&T can do about it.
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dwill05
ACE - Master
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11K Messages
7 days ago
@tyrone_h_mccoy AT&T won’t directly contact you through the forum or take any action based on a post. All they will do is tell you to contact them, so posting phone numbers and user IDs does nothing as far as resolving your problem.
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formerlyknownas
ACE - Sage
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118.4K Messages
7 days ago
At whoever helped you lied about the process. When you're moving a phone number from business to personal consumer account it's not a port. This had to be done with a transfer of billing responsibility, even if both accounts belonged to you.
ToBR could have been done online.
If they created new numbers for your installments on a consumer account rather than assisting you with a transfer of billing responsibility, I don't know that they can replace those numbers 8 months after the fact.
But I'm pretty sure you're not going to get anyone in first line support that can or will do anything.
File a better business bureau complaint online. The better Business bureau complaint is forwarded right back to AT&T upper Management. You'll get a call from the office of the president, someone with more than sawdust upstairs, and the power to do stuff.
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ATTHelp
Community Support
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232.9K Messages
5 days ago
Hello @tyrone_h_mccoy, we hear you and regret your experience at the store.
We understand how frustrating and exhausting this experience has been for you. It sounds like you've experienced a challenging and complex situation, and it hasn't been resolved despite your persistent efforts. It's incredibly disheartening to face such difficulties, especially when it involves your personnel and your own time, money, and peace of mind.
We appreciate the time you have taken to share the details and want to provide the best possible resolution. Your insights to the situation that you have brought forward has been noted so, please be rest assured that we will have this looked into.
Thank you for contacting AT&T Community & Forums,
Ken, AT&T Community Specialist
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ATTHelp
Community Support
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232.9K Messages
5 days ago
Hi @tyrone_h_mccoy,
We would like to take an even closer look at this issue and help you get it resolved. Unfortunately our time is limited on this Community as this site might go offline at any moment due to a planned sunset scheduled for today, and we need to be able to get some additional information from you. In order to make sure we can stay in touch throughout this process, can you please send us a direct message on one of the alternative platforms?
X/Twitter: https://x.com/ATT
Facebook: https://www.facebook.com/ATT
or
Instagram: https://www.instagram.com/att/
Please include the original message, and the best contact phone number for you, as well as any additional details you might want to add.
Thank you!
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