I've been an ATT mobile customer over 30 years, back before Cellular One, Bell Atlantic, etc.
End of October, my daughter went to the ATT store in N Providence RI to purchase a new phone. She ordered a flip phone. A few days later it arrived.
When the phone bill came, I noticed there was another line added to the bill - we already have all 5 of us on the plan, including my son who is active duty military; there was no need for another line. I know you have a promotion about adding a line, so I asked my daughter if maybe she agreed to one - she said no, she just ordered the phone and it was never brought up. I then filed a fraud complaint with ATT, which was rejected. I called ATT after speaking to them on chat and was told to file (another) fraud complaint; that was also rejected. I then spent countless hours on the phone trying to get said line removed as well as the associated charges.
I finally reached someone in the retention department after I told them I was going to elsewhere and she removed the line and gave me the following information (some of which I had).
The line was for an iPhone 14
The phone number
The IMEI number
and the employee who added the line and then USED it from that store
The line was also used to data and calls, including Latin America
My daughter went back to the store to try and straighten out the phone bill and the manager, Dave, tried to help her as far as that was concerned, but got nowhere after 2+ hours. He also refused to address the employee issue - adding a fraudulent line and then using it.
I then wrote a scathing review on Google about the store and the manager (supposedly) answered me and told me to take it up with Prime Solutions as they own the store. I have relentlessly emailed them and now on social media, messaged them with NO RESPONSE.
it's been over 4 months now and I've heard nothing from Prime, or the store. I finally got in touch with the PRESIDENT of AT&T (yes he answers his email) and he personally finally fixed my bill and (supposedly) is going to reprimand the store and the employee.
NOBODY should have to go to that extreme - the employee should be fired, full stop. read more
