I'm leaving At&T due to horrible customer service... they gave me a used phone and it failed to…read morecharge so I had to purchase another device Ziara Randolph added another line without telling me that she did...I called the 1800 number and they told me that it's an extra line added and that I would have to pay $40 extra dollars per month for a phone line that we had no knowledge of... The representative ordered me to take the phone back and get another device ordered (more money) I took the device back to 1712 West Springfield Avenue in Champaign Illinois my fiance tried explaining to the young man what we were ordered to do however he got frustrated and then told my fiance and I can get the fuck out of his store and argued with me and he told me that I was a black broke bitch (unbelievable) and as we left out of the store witch was clearly still open he came to the door and said more rude things to us... Yesterday was the final day to return the device so Ziara Randolph (store manager) rushed to the door and said that I couldn't come in the facility because of the boy that was rude to my fiance and I were clashing only my fiance could could come in.... at this particular time it was raining outside as well tornado warnings were happening,I then stepped into another store and called the 1800 number and filed a complaint Ziara Randolph gave my partner a piece of paper stating I can't come back (why didn't she put it in my hands... I was standing outside in pouring rain when I looked back the young boy was staring at me trying to intimidate me...I was told by an agent just to go to a different location (I'm on the bus line) remind you that I suffer with fibromyalgia and neuropathy so it's kind of hard to get around..At&t then gave me extra time to turn the device in..I also go to Parkland college and I was going to order an IPhone and a tablet for courses and I was turned around unable to purchase the devices... I didn't do anything to anyone and I pay my bill every month so I should get the proper service that's advertised im really appalled and something need to be done about it...Im chronic illness that requires me to have a phone at all times.. this is unacceptable for paying customers

I wanted to tell you about my experience with AT&T. Yesterday I went in to the store to.purchase a…read morephone for my daughter. The salesperson who is also the manager ZKara charged my card twice for the same phone and it was one transaction right after the other. I went in to my bank account and found the two charges from yesterday. Today I went to the store to talk with her about the two charges. Hoping she would help to clear up and fix the situation. This isn't what happened. She made every excuse she could and stated that she could not see the charge in the stores account. I showed her my banking app where one charge was $489 and the other charge was $543.48. She said I see the charges but I have nothing in the store that shows the amount you were charged. Then she said perhaps it was shipping that cost this much. When has shipping ever cost over $500? She refused to refund the money to my account. So now I am not sure what to do with this missing amount of money that was charged by the store and they are saying that there is not a charge for that on their store history even though she could clearly see that the charge was made to my account from their store. While I was in the store and telling her about the situation she kept telling me to be quiet and stop talking. Really disappointed and quiet surprised by the lack of professionalism. I also had to report this as Fraud to my bank. The worst thing is that the charge shut off my debit card so I was not able to use the card. There was no apology from her or stating that she would fix the situation and make it right. There was also no call this morning that told me she fixed or helped with the situation. I thought she truly cared we have been a customer for over 25 years. We have worked with Z in the past and realized she was not about helping us but more about making the commission. Totally got the wrong perspective of who she is as a salesperson and manager. If you are going to stick with AT&T I would choose to go to another one and not use the store on Springfield Road in Champaign. Fast forward to this weekend... I went in to return my daughter's I phone 15 cell phone. Z was there and kicked us out of the store and told us to go to another one. She did not even ask how we wanted the refund for the phone. She decided to return it without a conversation saying the company would simply send us a gift card in the mail for the amount we paid. No discussion of what happened to the upgrade or if this would change the bill. I'm really disappointed and learned her true intention is only money. Only providing good customer service when someone is paying her commission. Don't be fooled by a facade that isn't true. This response from the manager was a total lie. It was not until I spoke with the corporate AT&T in town that I realized how much Z jeopardizes individual's accounts. There was no apology for the mistake they made. Because she refused to return the over $500 extra dollars charged to my account I had to report the situation as fraud. Her response even through I showed her my bank account was our store never charged you. First there is a rule that AT&T cannot go into a customers account without them being present in the store. I was not present when she went into my account and returned my daughter's phone without permission. My daughter also never received her refund of $489. She was told it would appear on a Visa card it never did. Furthermore I was charged for ear phones I never received. Z used two upgrades for one phone. Refused to return my son's phone which he had less than 5 days. This particular AT&T store is an independent store. They make many mistakes and I would encourage everyone to check out the amount they are being charged along with upgrades and service. Very poor management when mistakes are made they are not fixed correctly. The response of not being able to provide service to our family is not a surprise because it shows a lack of accountability from them. We have always been polite and respectful. Please be careful with this store.