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Kucheto's profile

Voyager

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2 Messages

Monday, January 30th, 2023 2:21 AM

How do I file a complaint for a AT&T Wireless store?

I've been trying to change from post paid to prepaid account and I'm getting the run around now for a week. I called 611 and was told to go to AT&T store. I went to 1567 Highlands Dr NE, Unit 130, Issaquah, WA 98029 and was told the change from postpaid to prepaid is no longer done in the store,  I was told this by their manager, Quang.

Called the 611 again and was told it ONLY be done in AT&T store, so I went to 6150 E Lake Sammamish Pkwy SE, Issaquah, WA 98029. There were 3 employees there, including their store manager, and not a single other customer. After looking at my account they told me they can't help me and I need to call 611.

I called 611 and was told to go to a store. With Rene, the agent from 611 we called the store and talked to the manager there, Stephan, he told us not to go to the store because they can't help us, even though the 611 agent, Rene was claiming the only way to change from postpaid to prepaid is start the process at the store. The store manager at 6150 E Lake Sammamish Pkwy SE, Issaquah, WA 98029 just hung up on us and told us not to go there again.

I've spent a whole day going back and forth between stores and calling 611 without any resolution. I've been a customer for over 15 years and have never seen such incompetence!

I would like to know what is the formal way to report the manager at that AT&T Wireless store and also, change my plan from postpaid to prepaid!

ACE - Sage

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117.2K Messages

1 year ago

I don't know why they're giving you a hard time, that is a corporate store.  They have to do it. 

The correct method is to migrate from prepaid to postpaid or vice versa at a corporate store. 

The alternative is a pain in the neck you would have to Port out and Port back in again. You might want to consider going to Cricket. It's AT&T prepaid but without the taxes.

Voyager

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2 Messages

1 year ago

I couldn’t agree more, it is the corporate store that is to initiate this process. In both AT&T stores I was told they can’t do it and I have to call Customer Service. 2 years ago I changed from post to pre w/o an issue at all the same store.

Not sure what why they’re not helping but it’s certainly frustrating. 
I will port out the number to diff carrier if no one is willing to help the next day or two. 

ACE - Sage

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117.2K Messages

1 year ago

Pure laziness on their part.  

Community Support

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231.5K Messages

1 year ago

This is definitely not the experience we want you to have with us, and we want to make this right and complete your complaint for you, @Kucheto.

 

Based on the details you've provided, we want to invite you into a Direct Message for further assistance with processing your complaint. Please check the message icon in the upper portion of the page and reply. 

 

We look forward to helping, and thank you for contacting the AT&T Community Forums for assistance. 

 

Lynn, AT&T Community Specialist

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