First, I want to express how helpful, engaging and professional both employees at the AT&T…read moreBluefield, WV Mercer Mall location were 3/28/2026. Both employees looked up and smiled as we came into the store. I explained the issue I was having with my android phone and Amber readily offered to look at it. **Amber fixed my phone in less than 30 seconds. Second, while she and I were discussing the phone, I asked if it would cost to look at it and would there be a charge to fix it? She said that I was one of a growing number of customers who were asking a similar question about being charged. My husband and I had made separate visits to the AT&T store located in Bluefield, WV in the strip with Lowes. He went about 6 months ago and I went 3/23/26. Amber showed us an advertisement sign about an insurance for all electronic devices in our home for about $25.00 per month and asked if this is what we were told about when we asked someone at the AT&T location near the Lowes store if someone would work on our phones. No, I was told that no one works on phones at the AT&T location near Lowes in Bluefield, WV any longer and that if I want my phone looked at it will be $25.00 up front. My husband was told a similar thing and was not told about insurance or a monthly subscription for all devices in a home. This is on top of no associates in that store looking up to greet me or the other 2 people who entered the store while I was waiting. Make of this what you will.

I had been with at&t for MANY years and have never had any problem...until now. I had a 10 and…read morewanted a 13...so in February I went to upgrade and I was told "your plan doesn't qualify for an upgrade". I told them do NOT change my plan, I just want a new phone and wouldn't have had any problem paying for the phone. They upgraded my plan AND are trying to make me pay for the phone as well...I'll tell you, that AIN'T gonna happen. An upgrade means a FREE phone. I was repeatedly told they would give me an "even trade" for my 10 to get a 13...that also says FREE to me. The 13 was $799 and they gave me $800 for my 10. I've been to the store FOUR times as well as talking to customer support twice but talking to three different people, just to try to straighten it out and all I have been getting is the BS run around and I got fed up, so I went to T-Mobile and was treated very well. My at&t account was canceled on June 8 when I went to T-Mobile. I went back to at&t today (6-11-22) and was given more BS. They said I couldn't return it because I've had it more than 14 days but I'd have to have the box and charger and pay a $55 "restocking fee", $688 left on the phone ($743) because they'd have to return it. I'm not paying for a phone to give it back to them, for them to send it back to apple, have it "refurbished" to be sent back to at&t and they resell it. So, for anyone that is thinking of going/staying with at&t...don't.