AT&T Store Palatine Palatine

I am writing this review to state that a sales representative named Jose did a great job helping me resolve an extremely frustrating process to cancel an account for my deceased parent.

He was professional, he was polite, and he was concerned and he took the time to resolve the issue. I hope he rises to a position of leadership because he is a strong representative for AT&T and that was not my experience with four different associates during three previous visits to two different locations to resolve the problem.

I had a horrible experience attempting to cancel my fathers two lines with AT&T after he passed away from COVID. I initially called AT&T and was told that the simplest way to close his accounts was to go to a store with a copy of the death certificate and a bill and the matter could be taken care of at that store. When I went to this store it was understaffed late morning and after waiting more than 25 minutes I was told to call customer service. I informed the sales person that customer service told me to go to the store. I asked for the sales representative to give me the number of somebody who could help me and I left the store. When I called the number which I believe was a customer loyalty representative I was again told the matter could be quickly resolved at a store. I then went to a location on Harlem Ave in Harwood Heights and it was the same problem - I enter and state that I want to close out the accounts and I am told to call customer service. I refused to do so and demanded their help. Within seconds a security person appeared as I restated my frustrations. An associate then sat down with me and told me that he would have a manager cancel the accounts. He looked at the death certificate and I thanked him and left the store. Nineteen days later we received a bill for one of the two accounts with a late fee. I brought the bill and a death certificate back to the Harwood Heights location and the representative told me he could not help because the computers were down and I would have to return in the morning. My frustration was stoked by the fact that I stopped my AT&T dealings several years ago because I was mischarged twice on my credit card for hundreds of dollars and had a nightmare of resolving the issue that necessitated involving my bank, my credit card, and AT&T. My critique is not of the sales representative at this location but of AT&T not having trained and staffed this location adequately. Had they done so I would not have needed to return to the Harwood Heights location two times and the Palatine location at a later date when I was told that the problem was resolved.

I went in today to browse, the staff was so friendly and helpful I ended up getting a couple great deals I didn’t plan on. Jenni was such a pleasure to deal with, AT&T is LUCKY to have such an amazing employee

Jeffery C. provided me with great customer service when I purchased my phone. He assisted me transferring all my info from my old phone.

Jeffery C. again provided great customer service when I got my daughters phone on 7/20/20.

I recommend anyone needing help to see Jeffery C.

Great service