I have had a very frustrating experience at your Mt. Prospect, Illinois location. I went to the store to purchase a new replacement phone. Admir Burdalic informed me that our plan was out of date, and not even offered anymore. He said by adding a phone line we would reduce our bill from $364.98 to $244.93. I kept saying I have no use for another line, Admir insisted this was a substantial saving regardless of if I used the phone line or not. Admir said the extremely basic 5G phone itself was free except for $2 a month. Plus, the two bill cycle charges of $35 the cost of adding the line. Admir informed me that in the future I would be able to transfer the extra line to an existing phone and phone number from a different carrier. Admir said that I would receive an email to obtain proof of employment at Jersey Mike's to get the additional discounts. I told Admir that my daughter had been informed by AT&T that she would receive a discount for working at State Farm if she sent proof of employment via email, I informed Admir that the State Farm discount was never added. Admir did not have an answer to why the State Farm discount had not been reflected correctly on our bill.
When I arrived home, I sent the proof of my employment via email numerous times, every attempt to input my pay stub was rejected by the AT&T Discount app. After three more bills, the discount from Jersey Mike's or State Farm was still not reflected correctly on the bill. My husband and I went into the Mt. Prospect AT&T store to try to resolve this bill issue around July 20th. Justin Casey, the area manager said he would personally fix this issue for us. We showed Mr. Casey the piece of paper that Admir Burdalic wrote, stating that the new bill would be $244.98 and no longer $364.93. We had the 5G phone that was still in the box and unused with us, we told Mr. Casey if we were not receiving the promised discounts, we would simply like to remove the fifth line. Mr. Casey assured us that he would personally fix the problem, and that the bill would certainly be corrected in the next billing cycle. As of September, our bill was $314.53, not the promised $244.93.
On September 10th at 5:41pm I called 611, and during the 1hour and 39 minutes call, I spoke to three different customer service representatives. Each time the customer service representative transferred me, I needed to explain the entire story of what transpired. The final customer service representative informed me that the fifth phone was not free. From what she could see on her end was that the store employees stacked discounts and promo codes to make the bill less than $364.98 The customer service representative informed me that AT&T needed to take the discounts off the bill. The customer service representative issued a credit for the fifth line, although that was the right thing for AT&T to do, it does not come close to resolving our other issues with not getting our discount for me working at Jersey Mike's or my daughter working at State Farm. I find this to be unethical and simply bad business practice. I feel that I was deceived first by Admir Burdalic. Secondly, Justin Casey, the area manager, should have been honest with us about what appears to me to be a deceitful sales tactic. This is AT&T, a major cell phone service provider, and I am very disappointed about being misinformed by not one, but two of your employees. I am exasperated with having to continually explain my dilemma to AT&T and not getting results. I am sure that AT&T has a number of notes regarding my numerous contacts with your company. I have been advised that my next step should be to file a complaint to the better business bureau. read more
