AT&T Store Falcon Falcon

Great location, Larry was amazing

If I could leave a negative number, I would. We bought another line and new phone. We have been with AT & T for many years. It was great service from Dillon, until the manager, Elle, stepped in. She finished our order, and it was supposed to be $248/month when we were complete. Our first bill was $389, second, $550.00!!! We were floored. This store would NOT help us. We tried going in there, calling, nothing. We tried calling the next week after Elle (The manager said she would call back "in a few minutes" after she had a chance to look at our bill, we never heard back from her. When we tried calling, no answer - voicemail. Left a voicemail, no return. Day after day, same story. My wife finally went BACK in there, and Dillon told us "we were told not to talk to you." We couldn't believe it. This store has THE worst customer service and manager EVER!!!!!

I went in to the store approx beginning of April, 2021...to purchase a new phone (our 4th line) for my grandson. We worked with the store manager, Elle. She suggested that we pay off our iPad, so we did. She said she could put us on a new plan with all 4 lines that would be $248/month. I agreed, she set it up, and everything was good. The first bill I received was approx. $350. I went in to the store, because this was too high. Elle was not there, and the employees helped me call the 800 to fix the problem. I did not receive help. I asked for Elle to call me, I never received a call back. I had to pay the $350 bill. Last week, I received my next bill, and it was $550.00!!!!!! I called the store in tears, they said Elle would call me back the next day at 10am (Thursday, May 7, 2021). I never heard from her. I tried calling at 11:15 am, asked for her, the employee said she was busy, I said "I'll wait and talk to her now." Elle got on the phone, was VERY RUDE, IMPATIENT, told me these charges were backdates of service...said repeatedly, let me look at this and I'll call you back in a few minutes. It is Monday, May 10th and I've never had a callback. Her behavior is outrageous. I called the 800 # again, and they told me that Elle had put us on Elite unlimited, or something like that (I've never even heard of this) and it is $60/line with 4 lines. I asked the man to just please put us back on our old plan that we've had with you for years, and he said it's not possible...that's when I started crying. I CANNOT pay $900 in two months for a phone bill!!!!!!! When it was clearly this manager's error, but she will NOT face it or communicate about it at all. I have no idea what to do. PLEASE HELP ME.

Megan was VERY helpful in getting my new account completely activated. Jane at AT&T Customer Service (800-331-0500) also assisted greatly in getting my account merged with my wife's number, and verifying autopay !!

Michelle Bustamante helped me immensely! Being tech challenged I needed help setting up my new phone. She was phenomenal!