AT&T Store Denver Quebec Square

good customer service

Horrible customer service! I was swindled into trading in an old phone because I was told, by both the representative and the store manager, that my account qualified for a free phone promotion and now I am having to deal with the resolution department because the phone that was suppose to be free is now costing me $850! This is totally unacceptable and as a former AT&T employee I am glad I left this immoral and money hungry company! I would never treat someone like this and lie straight to their face just to get commission on a phone sale.

I am writing to express my disappointment in how our account has been handled and ongoing concerns as a long time customer with AT&T. Over the years, we have had a smooth ride unless we have had to change or buy phones. That is when the discrepancies in our bill seem to appear due to some unauthorized change to our services or some extra charges that were added without our permission. It was a hassle to have them fixed but they did eventually get resolved. We also notice a deterioration of customer service over the 1-800 numbers provided for AT&T as it is hard to understand the representatives and they have made changes several times to our accounts without permission.
I now found myself in a situation where I had no choice but to get an upgrade from an iPhone 6 because several applications were no longer compatible. I already was apprehensive about having to make this change as I was not completely confident that we would be bamboozled into some plan or new charges we did not need or want. However, on 10/11/2021, we were happy to get Matthew Di Giorgio who was the Assistant Store manager at the 7507 E 36th Ave, Denver store. I explained to him that we have had several things go wrong whenever we try to make a new purchase. He explained the plans to us, unlimited starter, 2 lines with our applied discounts and assured us, and I quote,” I promise your bill amount for your service will not change or be over $100 dollars a month.” We made our purchases, left with our receipts.
In November, we received our bill, and it was not right, however, I didn’t really realize it because of all the extra charges and proration of services. Then I received another incorrect bill in December. The plan was incorrect. Here is a breakdown of phone calls and visits with Matt Di Giorgio in attempts to get this resolved. On 12/08/2021 we paid off the balance of our new phone and the installment plan.

12/12/2021- Called Matt and spoke to on the phone and then in the store about our over charges for our plan. He assured us this would be fixed and that we would receive the refund. Matt said that we were overcharged a total $85 dollars for the two months and that he just had to talk to his store manager about and would send me a text when done. He never got back to us.

12/17/2022- My husband went into the store to see Matt to confirm that we got the refund and to ask for a receipt. Matt said he couldn’t provide a receipt but that we could go to on account and see it applied but assured my husband that it had been completed. I did not see it but read on the website that the credit could take up to 2 months, so I waited for the next bill.

1/8/2022- Received January bill- Went into the store and spoke to Matt again because we had no credit and now, we had another charge of $12 on our phone for iPhone 4G visual voicemail which Matt assured us this would also get credited because we should not have been charged that because it was already included in our new plan. We were assured that this would get credited for $85 over charge plus new overage of $12. He indicated again that he could not provide a receipt but that I would be able to see it on my account in 24 hours.

1/10/2022- Called Matt again because we didn’t hear from him nor was the credit applied. He said the amount of the refund would be roughly $130.00 and that we should see it on our account so we waited for our next bill.

2/12/2022 - Called Matt because there was no credit applied still and asked for a receipt. He said that he would call me back.

2/13/2022 - Called Matt because he did not call us back and we still had no credit applied to our account. Matt indicated that for some reason this credit did not get done. He said he went in manually and processed the refund himself. I waited on the phone while he took care of. He then came back with the refund amount of $139.30 which he said was for everything including taxes. He said “If you don’t see the refund on your account by 4:30pm, call me back.”

2/13/2022- 4:14pm – Called Matt back because still no credit. Matt said he would call me back and asked if he could text the receipt to my phone and verified my phone number before handing up. Of course I said yes.

2/19/2022- Never heard from Matt - Received February bill – still no credit or receipt from Matt as promised. Went into the store and met with Matt again for the promised refund. He called a phone number and got a representative on the line. We provided our passcode and Matt handled. He left to the back, so we did not hear the conversation. He returned with a confirmation number, and he confirmed the amount of the credit to be $139.30. The confirmation number was 3004270824. We did receive a credit, but the amount was for only $30.21 which is not what we were promised nor was it correct.

In the beginning we thought Matt was the hero as he appeared to help us and take care of the problem, but we

I ordered a new phone a few weeks ago, added it to my account, all that right. It didn’t activate properly so I went into this location and asked for a new SIM card. Should have been easy as scanning the new sim, putting it in the phone, and rebooting. The woman that helped me totally screwed me over by ADDING ANOTHER LINE TO MY ACCOUNT WITHOUT MY PERMISSION. She never told me what she was doing, she never said “hey would you like to add another line?” Nothing. I told her that I was having issues activating the sim that was sent to me, I need a new sim. At what point did I ever give permissions to add a line? Thanks Loaiza C. you’ve just committed fraud.

Awesome customer service tonight when I went in to get my new plan established on my phone! Jonathan and Josh were very helpful and had my phone activated and ready to go fast! I’ll be back when I upgrade my phone! Very knowledgeable 😊