I came into this location November 6, 2020 to upgrade my iPhone 10XS to the iPhone 11 Pro. I called before coming in. The girl on the phone told me they had one more phone left in the color and model I wanted and she said she would put it to the side for me. (I don't remember the names of the 3 employees I worked with)
A few hours later, I arrived and was greeted by a man who sat myself & my boyfriend down and started to help but seemed to be distracted and handed us off to a woman. She came up to us and right away she had a very bad attitude. I told her I had called and a phone was put off to the side for me and she tried to argue that they don't do that. I showed that I had made the call and told her who I spoke to and she reluctantly went and looked, and clearly, she found it.
This is where the mess starts. The phone I had, needed to be upgraded early. I had about $200 give or take I owed on it so I figured I would just pay it off & upgrade. I explained this and told her I wanted the new phone with the same plan, the Unlimited Extra, and to pay off the old one. She was trying to push all of these promotions and I was starting to get overwhelmed as I had simply asked to pay off the old phone and get the same plan on the new one. After declining all of the promotions, she told me I could pay the old phone off in 30 days if I wanted, I opted for this option so I wasn't tight on cash the rest of the week. She gave me a paper with a bunch if numbers on it, which I didn't really understand all I saw was the $134.00 I typically paid monthly and figured as long as the phone was paid off within the month I was okay & didn't think much of it. I just assumed she was having a bad day or something and that's why she had such an attitude. So I paid $50 to upgrade and another $50 for 2 phone cases and a screen protecter at the visit with intention of paying the upgrade within 30 days.
Fast forward the 30 days are coming up so I went to see if there was on online option to pay off the other phone and to my surprise I found that my upcoming bill was much higher than what I usually pay, and a SECOND line on my account!! She had knocked my plan down to a basic starter plan for both lines coming out to $60 each. After all of typical fees for both phones & the activation fees & what not it came out to $299.93! I was expecting a little more than the $134 with the one time fee for my new phone. The old phone was attached to one line and the new one attached to another line. I called the store and they referred me to customer service. After being on hold for two hours, I tried to chat online & that was beyond useless.
Because I had waited until a few days before the 30 days to pay, my schedule didn't allow me to get to the store in time and all of the other resources I tried to use were useless, I had to shell out $300 for a line I didn't even know existed on top of the other line. Right at the holidays too, & in the midst of a pandemic. Classy.
I went to the Southbury store to get this straightened out and they were absolutely great. They explained that she should have never added a line and essentially did this to get commission. Pathetic. I paid the $191.49 to pay the phone off in the store and had to pay an additional charge for $75 to CANCEL the extra line on my most current bill. They told me this was the only option to rectify this unfortunately.
Because of this employee, I have now shelled out $345 EXTRA for 2 full bill cycles and the cancellation of the second line. Who knows what that $50 charge was for at the visit but if we include that I am $395 in when it should have been about $200. At this rate, I want this headache to be over with and do not want to start another mess of trying to get my money back. But if I can save someone from being fooled, then that matters more to me. This is my first negative visit with Newington after being a customer for years & they have lost my business. Southbury is top notch & they will be my go to from now on. read more
