I came to this store a few months ago to upgrade to the new iPhone 11 Pro. The employee, Bob, seemed very nice and straightforward. He priced out multiple different ways of upgrading, and I picked what seemed best. I was upgrading to a brand new phone, upgrading to unlimited data, and adding another line, for $20 less than our current bill (it all added up to $379.00) as long as I signed up for auto-pay. I asked multiple times: "so my bill is going to be $379.00 every month going forward until the phone is paid off?" Every time he verified that is correct. I was ecstatic! I also received $150 of "free" accessories with the new iPhone.
The following month, the bill was $445.85. Obviously, I was irritated. So I went back, and they assured me the discount just hadn't taken place yet, but I should come back tomorrow to talk with a manager.
So I did (apparently Bob is a manager) and they saw that I was double-charged for the accessories (which I was told were free) and that "well, I never account for what the taxes and fees will be. I just don't do that." I said to him "I asked you if the $379.00 would be what I pay every month, and you said yes!"
He had no response to that. So he reduced the following months bill to $279.00. So now until who-knows, my bill will be $445.85 (over $70 more than what I was quoted at) because of the incompetent and unprofessional employees of the AT&T store at the Robinson Mall. I'll never go there again! read more