AT&T customers service reps. (Phone) and in the store not on the same page!

Question

On 6/27/15, I called into the 1(800) number to order a new phone and change my plan to the "Next" plan.  I went through whole process with the rep over the phone.  I asked if I could pick up the phone from the AT&T store in my area.  She told me I would have to go into the store and got through the process there.  She stated, I would only have to pay the taxes (around $42) on the phone and pick what installment plan I wanted.  Well I went into the store and spoke with a sales rep. picked the phone I wanted and proceeded with the process.  First I was told I had to pay my bill which was not an issue $127  the rep double charged my card. In which a manager had to fix.  Then I was told I had to pay $200  for downpayment to be on the Next plan.  When questioned was told oh we do this for customers getting an additional line, t(the rep I spoke to that morning said paid the taxes for the phone) so I paid the $200.  On 7/9/15 upon paying my bill I happened to look at the details of my account.  I notice the charge of $201 on 6/27/15 but my bank account reflected the amount of $242. from AT&T.  So I called customer service and spoke with a rep by the name of Robert.  Robert explained the confusion then, stated I did not have to pay the $201 for the Next plan.  I asked if I could have the $201 moved towards my bill, he stated yes it would not be an issue.  When he tried to make the adjustment he was unable to and informed me that I would have go into the store.  He also verified with his supervisor of the issue. He said he would have all the info needed documented on my account.  Later that day I went on the AT&T site to remove the mobile TV app and was unable do. So I got on the chat live contacted a rep Arvin, who helped me with issue.  Then I asked him the same question in reference the Next plan.  He confirmed with a supervisor that indeed I did not have to pay downpayment, just the tax.  He also put in notes on my account and said go into the store.  I arrive to the store (Snellville, GA) and was approached by Pamela.  I told her the issue and she proceed to tell me, that AT&T runs credit checks for additional lines. Which when I transferred to AT&T they ran a credit check.  But for an additional line and switch to another plan. I told her what the other 4 reps which includes the original rep that I started the initial order on the morning of 6/27 told me.  Pamela stated that they were wrong and did not know what they were talking about and they don't deal with customers as the store does. And she would look at my account and see.  I told her I have the print out of the chat from Arvin.  After she read the notes she proceeded to tell me I was wrong and the other reps were wrong and then she called the 800 number spoke with a customer service and the rep she spoke with told her "NO" they don't do that and I was correct in what I was saying about my the issue.  Pamela told her, she was incorrect and that she need to go read the regulations and gave her reg to look up.  During this time my mom was with me and she informed me a family friend was supervisor for AT&T Corporate office and to call her.  In which we did and she stated the same of course Pamela said we wrong and was nice nasty in reference to it as in being a know it all that she just couldn't be wrong.  My issue wasn't resolved and I felt like AT&T took my money and called myself and the 5 employees that worked there liars.  For a company that has been on the news for overcharging their customers you would think that your company would have better customer service and all on the same page.  And if the majority and a Supervisor were agreeing and saying that same thing. Pamela should have did the change on the account and not have a customer your company says it values to leave the store feeling the way I did.  Meaning knowing that I was upset and that I was told the same thing by 5 employees of your company, Pamela should have tried to compensate me or made sure that I wouldn't have any thoughts of going to another phone company.  I was made to feel like I was lied to.  It's bad enough when you walk into the stores the reps are on you like vultures.  And you feel overwhelmed and like you're at car lot.  And the reps are wheeling and dealing for their commission.  Now I'm concerned if I chose the right company???

Answer 1

I didn't even do the survey and the reps in the store said it had to be done over the phone I just never called back I had already taken time to drive to the store I wasn't about to waste more time dealing with an upgrade over the phone I just figured doing an upgrade over the phone would be the same as doing it in the store I don't understand what the difference is