Company Store

What's your issue that you were told (by whom) that you needed a Corporate store for?

Were you told by CS that you needed to visit a Corporate Store?  Would you care to share the issue you are trying to solve?  No personal info, please.

If visiting a corporate store is problematic, file a complaint with the BBB.  Those are handled by the OOP and someone should be in contact with you.

Their customer service told me to go to a company store to resolve a bill for a wireless data plan I do not have since I do not have a PIN.  

It used to be that if you needed to take care of a billing related issue, you needed to use your PIN if done online or over the phone. If not, you could go to a Corporate Store, verify your identity (I just used my driver's license) and you were good to go. That being said, I have found that the AT&T website is not always current for which stores are Corporate and which Corporate Stores have been sold to a retailer. It always pays to ask when you go inside and not just assume.

As suggested, if going to a Corporate Store is an inconvenience (1.5 hour driving time is certainly inconvenient) then yes, file a complaint with the BBB because that will get Corporate involved and you will get a call from a Senior Manager in the Office of the President.

to resolve a bill for a wireless data plan I do not have

Are you saying that you've been the victim of identity fraud, i.e. someone created an AT&T Wireless account in your name?

resolve a bill for a wireless data plan

What does that mean? Where are you seeing this bill? How do you know it's for a wireless data plan? For that matter, what do you mean by "wireless data plan?"

This isn't the experience we wanted you to have, @Steviejr3. We understand the importance of dealing with this billing issue. 

We'd like some additional details about what's going on, so we can get you the assistance you deserve. All of our ACEs in this thread asked good questions, so please let us know:

• What is your billing issue specifically, and what plan do you have? Like @JefferMC and @skeeterintexas mention, know what this bill is about along with the specifics such as charges will help us determine the issue and potential fixed. @MicCheck also brings up a good point, what is this wireless plan? This'll help us determine if this is PREPAID or postpaid service. 
• Is this regarding an account that was created in your name, without your knowledge? If so, we highly recommend you contact our Fraud Management Team by calling them at 877-844-5584. You can also file a report with them online regarding this account as well.

Please keep us updated, so we can continue looking into this if needed. We want to make this right

Dylan, AT&T Community Specialist

No this isn’t fraud related.  In February, I bought a new iPad.  On my old iPad, I had AT&T for my wireless data plan.  I also have AT&T DirectTV set up on paperless billing and autopay.  When I got my new iPad I decided to keep AT&T for my data plan.  I selected AT&T and received all the emails to set up paperless billing and autopay.  However, every time I clicked the link in the email to do this, it automatically took me to my DirectTV account.  When I called the CS line for help I was told that without a PIN, no one could help me.  A PIN validates the individual’s identity. I get that and appreciate that, but because I cannot get to my online account, I cannot set up a PIN. They tried a one time code but I didn’t get any notifications. After 2 calls for help and only being told to go to a company store 1.5 hours away, I decided to cancel my account.  I told the CSR that was my plan and she apologied.  I found a way to pay my February bill without having to log into AT&T and I deleted the AT&T data plan from my iPad.  My old AT&T plan was month to month so I was very surprised when I got a bill this week for March.  I called again today to resolve this and once again was told without a PIN, I had to go to a company store.  I was on the phone for 1 hour and 58 minutes trying to escalate my problem to a supervisor and a manager.  Only in the end to find I still have to go to a store to officially cancel my account since deleting the data plan from my iPad does not do that.

Hello, @Steviejr3! Thank you clarifying what happened.

Let's meet in a Direct Message to further discuss your options. Please check your Direct Message Inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

We look forward to chatting with you soon!

Rachel, AT&T Community Specialist

@RobertoEithan 

Based on the original post, the issue was not a billing issue it was an 'access to the account and identity' issue.