dissatisfaction with the service
Dear AT&T Wireless,
I am writing to express my dissatisfaction with the service I recently received from your company. I recently visited the AT&T kiosk located in Walmart on Philips Highway in Jacksonville, FL in search of a new cellular provider. While the representative was very helpful throughout the process of selecting a phone and plan, the phone that I was supposed to receive had a noticeable chip on it.
The representative advised me to contact AT&T corporate customer service center to resolve the issue. However, when I contacted the AT&T customer support center, I was advised of a 45-minute wait time. So, I logged into the AT&T website to chat with an agent. The agent was very helpful and understanding and set up a store appointment for me to collect a new phone, which I could do without paying any additional fees or taxes.
When I arrived at the Yellow Bluff Rd location, the store representative, Keshawn, was unhelpful and refused to access my account to resolve the issue. He even kicked me out of the store and locked it before the posted closing time. This left me without a phone and unable to port my number over to the AT&T account.
Despite not receiving the phone, my number was ported over to the AT&T account, and I was charged for a device that I never received. The transaction was not canceled in the AT&T system, leaving me with a phone payment for a device that I never received. At each step of the way, I requested notes to be made in the account to provide a record for review.
Additionally, I have a screenshot of the cancellation that was completed in the Walmart system, but never sent to AT&T to update their CRM. (Please see attached file)
I understand that customers may be biased when making a complaint, but I would appreciate it if you could review the situation and take steps to improve your customer service and prevent this situation from happening to another customer in the future.
Thank you for your time and attention.