AT&T Store New Haven New Haven Green

Discrimination of me based on my disability.

I have TBIs and have a conservator,my money goes to her accounts where my bills are paid. I went to get a new phone because my phone broke. The District Manager Barbara did not know how to reset my PIN and enter the account. She did not know how override the account holder,which had previously been done at Greenwich Ave AT&T store when I replaced my Nokia with this now broken Samsung.District

Barbara failed to problem solve despite me patiently explaining how she could access the account. She whiffed on common sense stuff like, "he has his phone, license, account information; he's disabled and his conservator is dying,he really needs his phone".

She froze. The District Manager incorrectly insisted the "only way" to access the account was to contact my dying 90 year old conservator in hospice, to talk about her account auto paying her disabled grandsons bills that are wired from his disability checks. Shes 90 and dying.

District Manager was wrong,confused,she refused to admit she didn't understand how to access my account and delegate to the manager. I finally said ok,fine,you don't know how to access my account.I need a phone lady I need to call my doctor, let's open a newaccount.like a robot she repeated "SIR we cannot access your account without the account holder." I yelled " I SAID OPEN A NEW ACCOUNT THEN IDIOT LISTEN TO ME". She started screaming for the police. We yelled and sweared back and forth.

Mat led me out and we spoke calmly after Barbara called the cops in hysterics. I dealt with the cops, the manager Mat. I would have been able to reset my PIN and access my account all along, just Barbara the district manager was clueless, froze, was unable to deescalate the situation after she messed up. They said I couldn't go back in though and get the phone, because the district manager spitefuly and vindictively said I couldn't go back in and have Mat fix the simple problem she couldn't figure out,because she was "uncomfortable." I left.

An hour later I spoke with customer service,and disability resources, who redirected me back to the store with a new PIN, but Mat said I had to go, because the district manager was still in the back and he was afraid of her. AT&T Customer service and AT&T disability resources both had redirected me back to Chapel St on behalf of the company, but the district manager acted out of spite and refused service to a disabled paying customer she failed. She messed up, froze,doubled down, was unable to frame policy against a common sense solution.

I will be escalating this to every level of AT&T, as discrimination against me on the basis of my TBIs. District Manager Barbara requires sensitivity training, a mental health evealutation, and a competency Test to determine if she has been promoted beyond her skill level if she is to continue working there. Based on the district managers despicable actions 09/25/20

The store clerk Oscar, who claims to be the store manager, does not have the courtesy to acknowledge customers who visit - he just ignores them when they enter the store. When asked how long of a wait, he will say 5 minutes, but keeps you waiting a half hour or more and is unapologetic. If you step out of the tiny store for air and someone else enters, Oscar doesn't care if you've waited forty minutes, alerted him that you're just stepping away for the 5 minutes wait time he says he needs. Instead, he will take customers out of order, and it seems especially if they can speak Spanish with him. Poor customer service and treatment, and discouraging if he is the Manager -- sets a poor example.

Had a great experience at the Chapel St. store last week. I went in knowing what i wanted and the manager explained all the options, made clear how my payments would work, answered my questions about backing up and restoring, and even offered to help should I have needed it. I was very appreciative of his professionalism and sense of humor, and have already recommended the store to two friends and colleagues.

Probably need a couple more attendants to attend customers coz waiting time is bit long

The ATT approach to selling whatever it is they are selling is completely incomprehensible. A quick scan of this website and I have no idea where to find products or services.I went to an ATT store last week and I asked the sales representative what services they provide and he said he was confused by the question. I asked if they had internet and he said no. If a wireless phone does not have internet, what’s the point? No help available from these sales reps. It’s like they cannot talk about it if it isn’t in their programming.For clarification, this was the retail store on Universal Drive, North Haven.