I have been a loyal ATT customer for over 25 years. I am relating to an experience which began back in April when I entered the Champaign Illinois South Neil Street location to upgrade both lines on my account. My phone had been rendered inoperable, and the other line on the account was eligible for upgrade. I walked out with a new phone that day. The other line, which belongs to my son, was upgrading to a phone not in stock, and we were told it would be mailed to him. Knowing my son, I specifically asked Brayden to confirm if the need for return was 30 days from receipt or 30 days from activation. Brayden specifically told both of us it was 30 days from activation. I commented my son was famous for not activating phones right when he got them, and he confirmed activation. My son returned the phone to the store on 4/3 (photo of receipt attached) within 30 days of activation. Nothing was mentioned about the phone's condition, and my son says the guy checked it to see if it turned on before giving him the receipt. Note the associate name on the bill is Ronald. My July and August bills were double the amount I expected, so in August, I went into the store and inquired as to why. Brayden said it was because things hadn't filtered out yet, everything looked good, and they hadn't applied all the credits and everything should migrate within the next billing cycle. It did not. I live 45 miles from this store. As I didn't want to make a third trip, I ended up chatting online with customer service who insisted the phone was never turned in, although I offered the receipt. This agent asked for the old device's IMEI number. I explained the device was turned in to the store and I did not have access to that anymore. The agent was insistent that I needed to provide the number. What he would NOT do is provide me with a way to share the receipt with him. I decided to call the store again. I asked for Brayden, but the associate (who failed to identify himself) was not willing to give me a time when Brayden would be in, nor would he leave a message. He did say, however, "I don't HAVE to help you if you don't want it." I waited a bit, and then tried chatting online again. The next agent confirmed the phone was received, however, this agent told me we were ineligible for the $800 credit, because the phone was not returned within 30 days of receipt. Remember me confirming that with the original agent? This agent did offer me a $400 credit, and said if I could prove the associate said activation, he would make good on the $800. On 11/25/25 I went back to the store. Brayden reiterated that it indeed was activation, and said he was reaching up his ladder and I should receive an email from his superiors in a few days. Two weeks passed, and I still had not received the email, so I tried chat again, asking if they could review the account notes, and they responded no notes as to the store visits are present. This time, Nelson was able to find where the phone was returned. But....NOW I'm told that the phone was received too late, was "damaged" and therefore not eligible and declined the $400 credit previously offered. He was confused about the note from the trade in department which started off "Screen turns on/screen does not turn on" or words to that effect, and suggested I try calling the trade in dept. I did and was simply told the phone was damaged and wouldn't turn on, which I find difficult to believe when the agent accepting in person verified the phone was operable upon acceptance. On 12/4/25 I tried to call the store again, hoping to talk to Brayden. He wasn't in. I asked when he would be back. The associate, who again failed to identify himself, said "I can't tell you that." He did finally say that Brayden opened the next day. I attempted to email PrimeComm, the company who manages this location. My first email did not illicit a response. I followed up with another on 12/12/25. On 12/17/25, a person identifying himself as Dagen Ellison, District Manager, finally responded with the following: "My name is Dagen, and I am the District Manager for Prime Communications, the authorized AT&T retailer on S. Neil Street in Champaign. I have received your feedback regarding the concerns you experienced at this location. I am currently reviewing the situation and will be looking into this matter further to ensure it is addressed appropriately. Please note that this process can take approximately 4-6 weeks to be fully reviewed and resolved. In the meantime, please feel free to reach out to me directly here if you have any additional details to share or if there is anything further I can assist with. Thank you for bringing this to my attention." On 1/12/26, I emailed him asking for an update. To date I have not received a response. The lessons I learned? Don't use an Authorized Retailer, as they do not communicate well with Corporate, and don't expect a response. read more

AT&T Store - Mobile Phones Near Me - Champaign, Illinois

Criminals. AT&T stole $470.37 from my business checking account and I don't even have any association with AT&T (not a customer). I filed a claim with them about 2 months ago and they refuse to answer me. It amazes me that a large company like AT&T is content with just ignoring the fact that they stole money from an unsuspecting victim. Do they think I'm just going to forget about it and walk away? read more

I was the only customer and I found the employee unprofessional. I walked in and he remained seated. He didn't listen to me the first time I explained my issue and proceeded to ask me if I'd tried steps to fix my phone... even though I just told him I did all those things. I left the store without my problem being resolved. I was so frustrated I ended up switching to Xfinity Mobile and I haven't looked back since. Good riddance! read more

I came in this yesterday evening to purchase a new phone and set up service. However, I had the strangest experience with your employee Nolan. Reading through others' feedback, it would appear that this is somewhat of a regular thing. I came in around 6pm. Initially, I was the only customer in the store; however, about half way through helping me, other customers did come in to wait patiently. As we began the process of setting up my service, Nolan informed me that they would give me $250ish for my old phone. Thinking out loud, I mumbled to myself, "I wonder if those ecoatms would give me more," and began to search on my phone (a process that would have taken less than 60 seconds). I wanted this information simply so I could make the decision to sell the phone to AT&T or the machine. However, Nolan's attitude immediately changed. He seemed to get enraged that I was searching for this information, and told me that he did not have time for me to look at third party websites. I explained that it would take me less than a minute, and he went on and on about how I was wasting his time, and how his store wasn't made for people to hangout and look up third party websites. At this point, I was completely appauled by this guy's inability to handle a professional situation, and requested a manager. He informed me that he was the assistant manager and then refused to continue setting up my service. Wow... read more

Boy, these people, well, to be polite, are very bad. Can't get into my account, can't get help online, can't get help over the phone. They cut people off their Access Program to save a few dollars without regard to the person's needs. Heck, you can't even get help in the store. Once again, to be polite, they, well, are bad. I can't really say what I think. I'm too much of a gentleman to do that. But think of the expletives you know and it applies to them. read more

Everything I said below I take back. Not sure I've had a worse experience at an AT&T store than today. Rude, irritated that I asked a question, bad service by Adam all around today. He didn't seem to want me there and I will abide by his actions towards me. read more

I dealt today with a very rude and unprofessional Manager at the AT&T store on Neil street. His name is Adam. he refused to fix the issue also directed me to speak with agent who caused the extra charges on my account. the agent does not even work at his store anymore. how can a Manager direct a customer to a person who no longer works at his store to fix the issue. instead of him owning the mistake and fixing it, he told me to call the agent who made the mistake to fix it . The manager himself had promised to fix it when the bill arrives. read more

AT&T Direct TV is a scam. After changing the terms of what we agreed to when we initially entered into a contract with them (13 months ago) we called and complained and they agreed to resolve the issue (we still didn't get the service we originally were supposed to get for the price, but we got an acceptable level of service for a somewhat fair price that we could live with). Then after 13 months of a 24 month contract our monthly bill went from an agreed upon $50 a month to $92 a month for the same service with no explanation. Apparently they changed the terms of the contract without our consent or agreement. Now to cancel (which we have done), we are told that we will be charged $240 to get out of the remaining 11 months. I am going to ensure I tell everybody I meet how awful this company is and make sure that I convince at least 10 likely customers to not sign up for service with AT&T's direct tv. I feel good knowing that even though you may get $240 from me for cancelling my service, you will lose out on much more $ from the negative reviews I post and the people I convince to not use your satellite service. Update: Direct TV/AT&T responded to a BBB complaint I filed and agreed to waive the cancellation fee. Nice to see them do the right thing in the end. read more

The online art service told me there were be 250 award. The attitude is not good. The seller reject to lend her SIM card to check the compatibility. read more

I would give it a zero if I can. Horrible customer service. Noel was clearly lying. Would give straight answers and when cleared lied about opening a new line requires a new phone with my existing plan I walked out. He started yelling for me not to come back to the store, when I expressed that he does not know how to help. I told him I would never come back when people like him are hear. Clearing just trying to have me get another phone from him for some extra money in his pocket. I clearly got this done before and ended up doing it at the prospect location which is clearly not the same team as prospect is great customer service. read more

I was so impressed with the service at this location. I was able to upgrade to a new phone in just a few minutes and then they took the time to put on my new screen protector and case. Jason who helped me is so professional and so good at multi tasking. He was easily able to assist all customers who came in while one phone was updating, or while processing paperwork. He did great! I even saved $25 a month on Direct TV. We will be back for our next upgrade. A really great experience! Thank you!!! read more

What a wonderful experience with our sales person Nolan. I give him five stars for outstanding customer service even at the end of a Friday night shift. Lowered our bill, helped with direct tv and new phone options. First great experience at an ATT store I've had. read more

Aubrey and kris are absolutely incredible. We came in knowing nothing and Aubrey sat with us and answered all of our questions. I am so grateful for this store and the amazing deals they got us. read more

I was treated horribly by Jason, an extremely rude, hostile and disrespectful employee who works there, and the store manager was rude to me as well. I brought in my cell phone because it kept dropping calls. The manager was first to help me. He said that my data wouldn't be lost and that I could continue restoring the phone at home; he said it would restore automatically. But I did lose data; I lost two of my videos, and the manager said there was no point in restoring them because I was getting a new phone. He said he would restore the lost data, but he DIDN'T. Both the manager and Jason refused to take responsibility for my lost data; they kept saying that none of it was their fault, even though they gave me the wrong information. The manager blamed me and said the lost data was because I went home and lost the Wi-Fi but he SAID it was okay to go home. It didn't restore on its own; I had to go in and restore it manually. Then today when I got my replacement phone, they said it would take a half hour to transfer the data. Half an hour later, it wasn't all transferred, and both Jason and the manager kept saying that it wasn't their fault they got the time wrong, so I had to come back a couple hours later (so basically I went back 3 times in one day because of them). Half my text messages weren't there. I said, "You said I wouldn't lose my data, and now it's lost." Jason became extremely hostile towards me. He raised his voice, loud enough for the entire store to hear, and said, "Stop calling me a liar." I NEVER called him a liar, but he was extremely hostile and mean towards me and kept insisting that I called him a liar and he didn't continue working on my phone until I apologized. I never called him a liar; what I meant was that they kept giving me the wrong information. I felt humiliated but I couldn't say anything; I had to wait for him to finish fixing my phone. There was another customer in the store who heard Jason berate me and falsely accuse me of something I didn't do, and I felt humiliated. The manager didn't say anything to stop Jason; that suggests he thought it was perfectly fine for Jason to treat me like dirt. I have never been treated so rudely by a store employee in my life, and I will NEVER go back to this store. I worked in retail for years, at three different stores; if I treated any of my customers the way Jason or his awful coworker treated me, I would have gotten fired. I went to the AT&T store at the Marketplace Mall. They were much more polite and patient with me; they did not berate me or humiliate me like Jason did, AND they were able to restore my text messages in less than ten minutes. That shows that not only is Jason rude and disrespectful, he is clearly not good at his job at all if the other employees at the other store fixed the same problem within minutes and he couldn't do it (and he claimed that there was nothing more to be done, yet the other employees at the other store fixed it within minutes!). Jason had no right to treat me like crap, to falsely accuse me of something I never did, and to be so rude and hostile towards me and the manager had no right to be rude and disrespectful to me either, and I will never go back there again. read more