Misled, Trapped, and Ignored -- AT&T Violates FCC Rules and Customer Trust On 9/30/2025, I walked into an AT&T store considering switching my 9 lines from T-Mobile. To test the waters, I transferred 3 lines and brought my own devices. I intended to use my military discount for a consumer account, but the store representative told me the only way to have more than 10 lines was to open a business account. It felt questionable, but he assured me this was common practice for large families. I was hesitant, but the rep promised I could try the service for 30 days and, if it didn't work out, I could easily port my numbers back to T-Mobile. Within 24 hours, I realized AT&T's service was unusable where I need it most -- I couldn't even make clear phone calls from my own home. When I called AT&T to port my numbers back, they refused to provide the required transfer PIN, despite me verifying my identity multiple times. I even offered to go into a store with my driver's license. I've now spent over 20 hours on the phone with customer service, being bounced between departments, and still no resolution. AT&T claims I must wait 30 days for email verification or use the myAT&T app, which I cannot access because the rep signed me up under a business account -- a setup I never requested. This is not only misleading, but it also violates FCC regulations, which require providers to release numbers within one business day once identity is verified. Even T-Mobile stayed on the line with me during one of these calls and was shocked by AT&T's refusal to comply. My numbers are being held hostage, and I'm left without reliable service in the areas I need it most. This experience has been deceptive, exhausting, and unacceptable. I strongly advise others to think twice before trusting AT&T's promises -- especially if you value transparency, service quality, and your right to control your own phone number. read more

Katelyn was outstanding! Exceeded my expectations! Took the time to figure out my issue with my phone which was complicated. Gave me options on my new phone and gave me cost savings options on top of it all. Thank you I am a loyal customer to At and T and Katelyn. read more

Believe me when I tell you to visit this store instead of any of the other AT&T stores in town (especially Mayfaire...don't bother). This is the only corporate store in town. The others are just authorized retailers, which makes it very difficult to get help when you need it. Ryan and Crystal helped me with an issue that I could not get resolved at the store where I purchase my phone. I spent HOURS in-person at the Mayfaire store, at Best Buy, and on the phone with Apple trying to get my issue resolved. I probably dealt with 15 people and nobody would take ownership. Ryan took control of the situation and connected me with Crystal, who resolved the problem immediately. You might be tempted to visit one of the smaller stores because they aren't as busy. Don't do it! Schedule your appointment and let Ryan and his team help you. It will save you a lot of frustration, time and money. Thank you Ryan and Crystal for your help. You really made a difference and I appreciate you both. read more

What a great experience. Tristen helped us. He is so knowledgable but above all helpful and kind. Very professional. He went over and above to help us with great guidance and service. When I came back to trade in my old phone Cody was there and so helpful and very friendly. Again this was a near perfect experience and great team. read more

Thank you Moises for helping me so quickly repmace the glass cover on my phone!!! Great service as always and super nice staff!!!

The woman who helped me was kind, helpful, knowledgeable, and an all around enjoyable person to talk to! She ended up scoring me an amazing deal on a new phone and explained the "catches" to me clear as day, so I knew I wasn't getting myself into more than I bargained for. She even went above and beyond and helped me fix and issue with my iCloud account that had been bugging me for some time. Note to managers-- it's cold in that store!! The staff and many customers mentioned it while I was there. read more

Horrible customer service and waiting in line forever to find out that I could not be assisted. I called ATT and placed an order for a SIM card and they told me that the store has curbside pickup for the SIM card. Was on the phone for over an hour, then arrived at the store and there was NO curbside pickup and I had to wait in line and then was told there was no SIM card pickup. I called att back and they said they were going to mail one to me and it's been 3 weeks and I have not received anything yet. Switching to a new carrier. This is the worst experience I have ever had. read more

The most knowledgeable , helpful and fun people to deal with in Wilmington !! I have my cable , internet and two phones with them ! They go out of their way to help you each time you go in !! They have a great old fashioned policy of opening the door for you each time you leave !! Great people !! God bless !! read more

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Rude employees who know nothing about their jobs. They prefer to clap in customers faces and be defensive rather than even try to solve the problem. When questioned why every other location is able to do what we were asking and have done before, they said we dont do that here and "Good for you.." I think these disrespectful employees need a snickers break. read more

This store is amazing! They went above and beyond for me during a hard time for me and my family... I recently experienced a loss in my family and the store rep not only helped me with respect but showed empathy and the manager even got involved to ensure things were done efficiently! I have done business with many service related companies in their industry and have and nowhere near the level of positive experience that I experienced today! Thank you read more

This would be a zero star rating if it would let me. I went in to this store in crisis. My phone had been stolen and identity hacked. I went there for assistance in freezing my account, and ready to drop $500 cash for a new phone. I had to file a police report on the premise, and was waved over to a phone I could use. Minimal empathy or compassion. The entire staff including Managing Supervisor Kelly sat at a table and listened to me file a report as if I was entertainment. When I asked to speak to the manager, regarding their lack of customer service, she immediately said that I came in "nasty" and continued to be "nasty" to her staff. She asked me "do nasty people come into YOUR job?" Having worked in customer service for 15 years, I can say that they come in all day every day. I work in healthcare at the moment, I have been cussed out, groped, yelled at, shit on, spit on, pissed on, vomited on, dealt with volatile family members, hit repeatedly, and I come to work with a smile on my face everyday because I recognize that the people I am working with are having a worse day than I am and deserve COMPASSION. Kelly refused to tell me her name, put her hands in my face and walked away. I will be filing a formal complaint with her superviosr and owner of the company. I urge anyone who needs help to go to Best Buy across the street. They sat me down, asked me if I needed anything, solved most of my problems WITH NO CHARGE and most of all demonstrated CUSTOMER SERVICE. I will never ever return to the ATT store on college and neither will any of my friends, one of whom witnessed this exchange. I have NEVER in my life experienced this type of "service". And I grew up in a poor urban inner city where even this behavior is unacceptable. read more

Rude employees, this is the perfect store to go to If your friend works here. I say that as I watch an employee hang out with his friends while he should be doing his job. Confronted another employee about issue as I sat. waited to be checked in and when I brought it to her attention she acted very offended I said something about her coworker not doing his job. This store has always been the least pleasant part of my att account. I try to avoid it at all cost. I've been a member of att for 10 years. Very disappointed in the customer service experience here. read more

I had a pretty great experience. The look of their office was very nice and comfortable. Bring checked in was a breeze. Really the only negative was that the line was kind of long, but that's not the store fault so I won't hold that against them. Once it was my turn, Leaha helped me out. Her upbeat attitude was refreshing and she seemed genuinely happy to help me. Sitting down at a table was a nice way to build raport with the customers. Overall my experience was great and if I have anymore problems, I'd be much more inclined to just go to the store rather than call and talk to a robot. read more

April was the rep who messed up my request for tv service. She did not know anything about the product or seem interested in helping me. I told her what programming I wanted and thought it was set up. When the tech hooked up the system none of the sports programming showed up. He said that it was not on the order. I had to spend two frustrating days talking with people who barely spoke English trying to get what I wanted. Customer service is not a priority with AT&T. read more

I HATE having to come here for anything. They are always busy and when you go in and just want to purchase something, and you know EXACTLY what you want, you STILL have to wait. I was in there three weeks ago just to buy a new car charger and a new regular charger. Waited patiently for someone to come help me. Well, here I am, 3 weeks later and my car charger has already quit working!!!! After three weeks!! I go in only wanting to exchange it for a new one bc they have a year warranty and to do this, guess what?? Yep, youve gotta get in line and wait on someone to help you!!! I cant even explain how annoying this is. I waited ten minutes and left bc I dont have time to sit there waiting on something as simple as exchanging a car charger!! Especially while three other employees are standing around doing nothing. Beyond irritated. read more

I have been here twice to do business. Both times were good experiences. I had a different sales representative each time and both were freindly, knowledgeable and helpful. I did not have to wait a long time either time. In fact i went at 11am on a Wednesday for the most recent visit and was next in line. Less than a five minute wait. read more

Worst cell phone company ever. My phone cuts off every 5 minutes and they won't do anything, no tips or anything. I'm done with AT&T!

Attended this store on 11/13/2016 at approxamently 5pm. Was meet at the door by Shad, the sales associate, first off, he had the look of what are you doing here on his face and in his eyes. I introduced myself, he really did not care. I apperanttly taking up his time being there. We started to talk and told him what I wanted to do, asked first question and response was no we cant do that. Then he asked who I was with know and I told him Verizon. Asked the second question and his response again was no, I would have to check. Offered him my phone to check and he loked at me like I lost my mind. So after that I apologized to him for what I seemed like I was bothering him at his place of work, made my way to the door, looked at the other employees standing there and said thank you, If this is how you treat new customers, then I don't want to become one. and walked out the door. read more

AT&T is horrible. I've been trying to call the store for over an hour and they disconnect you after 5 minutes on hold or just hang up. There's literally no way to call them directly meaning you have to go in there, wait for hours. Definitely not pleased. read more

I have been dealing with the New Centre AT&T store for three years. They have always been easy to contact, and yes, the store is busy but I have never waited more than 10 minutes. And they will spend as much time as necessary to solve your problem. Great place to deal with. read more