"My parents--two humble, elderly people whose monthly phone bill was less than $80--went into the…read morestore simply to update their payment method because they hadn't realized their card had expired. When they arrived, they were assisted by an employee named Angela.Angela told my mother, an elderly person, that she qualified for a free cell phone. My mother was thrilled and said yes. Angela then told her that the screen protector and the phone case were also included in this promotion for free. Impressed by the offer, my mother accepted them. After that, Angela told her she only had to pay $95 at that exact moment for taxes, reactivation fees, and other miscellaneous charges.Days went by, and my mother received a text message stating that her new monthly bill was $140. I went to the store myself, and they claimed Angela never said it was free. After making some adjustments, the representative managed to lower the bill to $95. We left, but shortly after, my mother received another text message indicating she owed a completely different amount than the agreed $95.We returned to the store and were helped by Star. She explained to us that my mother was not only paying for the cell phone, but she was also being charged monthly for the case and the screen protector. In order to lower the bill that same day, we made a full payment to completely clear the balance of the accessories. We also explicitly asked Star to remove the insurance/protection plan. Star assured us that the bill had been dropped to a monthly total of $95, or a maximum of $100.Later, my mother received yet another text stating she had to pay $116. We went back to the store for a third time. Angela told the person who had started helping us to step away, stating that she would handle us personally whenever it concerned the bill. However, while the representative assisting us was reviewing the bill, she explained to me that the phone was indeed supposed to be free and that she didn't understand why we were being charged for it. This representative's name is Bri, and the young man next to her who joined the conversation is named Azani. Azani agreed with Bri, confirming that the bill should not be more than $95. Throughout this, Angela kept interrupting the conversation from afar until her own customer left.At that point, Bri sent me over to Angela--I believe to avoid conflict because Angela was acting and sounding strange. Angela started explaining things to me, and I replied that her two coworkers, Bri and Azani, had just told me the phone was supposed to be free. Angela dismissed them, claiming Bri didn't know much because she was new. Right then, I told Angela I did not want to be assisted by her.I went back to Bri, who explained everything perfectly without hiding any details. She clarified that the phone was only 'free' if my parents changed their plan, and the cheapest option for that specific plan was $110. Angela never explained this crucial condition. Bri also revealed that Star never actually cancelled the protection plan; she had only lowered the price of it.Ultimately, at this point, we have zero trust in this store. They quote you one price, and then it turns out to be another. They lie straight to your face. I honestly wonder how someone can look at two elderly individuals--to give you an idea, they look just like the sweet old couple from the movie Up--who entered the store with an excellent monthly plan of less than $80 for two lines, and deliberately deceive them with lies just to let them walk out with a $140 monthly bill. "
